Enhancing Customer Service with Effective Staffing & Technology

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Improving customer service through optimal staffing strategies, technological advancements, and a culture focused on efficient problem-solving rather than call routing. The approach involves recruiting skilled personnel, creating a supportive environment, implementing high-level management plans, and utilizing data forecasting for strategic decision-making. Key areas such as call center management, forecasting, and refund processes are highlighted for operational enhancement.

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Improving Customer Service Through Effective Staffing and the Use of Technology

Recruiting Planning Technology

Creating a culture of understanding that support is not routing calls to other people, but solving inquires on the first contact. Global search specific to industry skill set and experience Call Center Manager Workforce manager Supervisors

Call Center Manager High level plan for improvement through technology, training & morale Workforce manager Vendor liaison Forecasting & Reporting Resource allocation Supervisors Performance Root Cause Analysis

Forecasting Utilized historical data to plan ahead Proposal to be right-sized 60 full time year-round employees 60 seasonal employees Budgeting for seasonal vs. borrowing staff Focus on Refund Inquiry Calls Funded 120 positions 29 Regular no change 91 Contract

110% 90% 70% 50% 30% 10% Jan Feb Mar Apr May Jun Axis Title Jul Aug Sept Oct Nov Dec -10% Indvidual Business

Refund issuance from the taxpayers view From the refund approval date to the return receive date First-in | First-out 90-day messaging Fraud Cross training Co-Location of staff Electronic verification identity and return (119,264) Plain language letters Proposed & official assessment Statement of Taxpayer Notice of return changes Submission ids on letters

New billing process - December 2016 Mail (four letters) increase 51% 47M collected since December 19 Income statement due date change From March 31 to January 31 Password reset email server could not handle the volume and throttled delivery Forms request

400,000 350,000 300,000 250,000 200,000 150,000 100,000 50,000 0 Ref. Inq. Regist. Reset Indv. Not. GTC Info With Sales Corp Forms IFTA 2016 2017 January - June data

Due to the changes in call trends staffing was misaligned Changed the following Prioritize business skills over individual skills Proficiency settings on lower staffed skills Result Reduce average hold time 4 minutes year-to-date 2016: 13:16 2017: 9:46 Reduce Longest Hold time 2.6 hours 2016: 3.8 2017: 1.2

Chart Title 0:23:02 0:20:10 0:17:17 0:14:24 0:11:31 0:08:38 0:05:46 0:02:53 0:00:00 Jan Feb Mar Apr May Jun CY2016 CY2017

Transfers to OSI 2016 vs. 2017 20,000 18,000 16,000 14,000 12,000 10,000 8,000 6,000 4,000 2,000 0 Jan Feb Mar Apr May 2016 2017

Root Cause Analysis Determining appropriate service level Why is our abandonment so high? Short abandons Industry standard 1/3 of SLA 7 13% of calls abandoned in 30 seconds or less Robotic calls Automated calling lines getting through Transfers Software counts the same call multiple times Cross-queue

Reporting Identify & correct report inconsistencies Finding root cause Work with vendor to repair Supervisors to develop a more effective way to report data

Reduction of Paper Returns Added 2D barcode to 500 form series 1D barcode returns reduced 30% (YTD) POA electronic submission 50% increase Vendor Certification All electronic Tied paper approval to electronic

Uptick in web use Opt-in for notifications (Individual) 71% Power of Attorney 50% Account maintenance 40% Payment plan requests up 32% E-1099G 22% Registration 19% Mobile 18%

Skype for business Increase seat time Lowers taxpayer hold time Remote view access Used when walking taxpayers through Georgia Tax Center Replace older computers

New Web Logons 160,000 140,000 120,000 100,000 80,000 60,000 40,000 20,000 0 2010 2011 2012 2013 2014 2015 2016 2017 * 2017 - through June

7,000,000 Web Request Trending Analysis 2014-2017 6,000,000 5,000,000 4,000,000 3,000,000 2,000,000 1,000,000 0 2014 2015 2016 2017 Actuals Projected

250,000 200,000 150,000 Axis Title 100,000 50,000 0 Jan Feb Mar Apr May Jun FY2016 56,632 116,762 222,748 175,103 163,563 103,627 FY2017 100,312 120,370 167,557 135,744 128,706 96,463 FY2016 FY2017