CCSAS ECSS
Enterprise Customer Service Solution (ECSS) Overview
9/16/2007
Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
2
ECSS Overview
All 58 counties and the State
Department of Child Support
Services (DCSS) Contact Center
(CC) convert to CCSAS CSE V2,
creating a single statewide
California child support
enforcement system
All 58 counties and the DCSS CC
implement the Enterprise
Customer Service Solution
(ECSS)
CCSAS Version 2
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ECSS Overview: ECSS Key Components
•Single toll-free number
•Single IVR
•Skill-based call routing
•Soft Phone – Call handling tool
•ECSS/CSE Screen Pop
capability
•Three supervisor tools
•System administrator tool Configuration Manager
Environment (CME)
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ECSS Overview: Call Routing
IVR routes calls based upon skills
•
Caller type
o
•
IV-D, non IV-D, employer, attorney, general public, other
Call reason
o
17 predefined call reason categories
•
County
•
Language
•
Interstate flag
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ECSS Overview: Call Routing
Skill-based Call Routing
Caller’s
Options
1-866-866-3212
IVR
IVR Collects:
• Caller type
• Call reason
• County
• Language
• Interstate flag
Self
Self
Service
Agent
• Login using
participant number
or unique
SSN plus
Alternate
Queue
Default
Queue
•
•
Skill 1
Queue
Caller
Caller
Caller
Caller
1
2
3
4
•
•
•
•
•
PIN
Reset
or 2
change participant’s PIN Skill 3
Skill
Look
up and read out of participant’s
delinquency
Queue
Queue
status, collections, disbursements
Look up more details about a particular collection
Caller 1
Caller 1
or disbursement
Caller 2
Caller 2
Look up participant’s cases and balances
Caller 3
Look up and reminder of participant appointments
County Call Center open hours and locations
Hear county-specific optional announcement
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ECSS Overview: Soft Phone
The Soft Phone is the primary tool for
the Customer Service Professional
(CSP) and provides standard call
handling and call center functionality
including:
•
Providing information about the caller
and where the caller has been in the
IVR
•
CSP Ready/Not Ready status
•
One-step call transfers (On and Off
Solution)
•
Conference calling and two-step
transfers
•
Placing callers on hold
•
Providing Basic CSP statistics
•
Enabling CCSAS CSE Screen Pop
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ECSS Overview: Softphone
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ECSS Overview: Soft Phone
The Supervisor functionality in the Soft Phone provides the same
basic Soft Phone functionality used by the CSP and adds:
•
Silent monitoring capability
•
Agent status viewing ability
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ECSS Overview: Supervisor Desktop
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ECSS Overview: Screen Pop
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ECSS Overview: Supervisor Tools
CCPulse provides a variety of
real-time reporting capabilities
for the Call Center Manager
including:
•
CSP Ready/Not Ready
•
Number of calls in queue
•
CSP statistics
•
o
Average handle time
o
After call work time
o
Ready/Not Ready state time
Caller statistics
o
Average call wait time
o
Average call hold
o
Calls abandoned
o
Calls answered
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ECSS Overview: Supervisor Tools
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ECSS Overview: Supervisor Tools
Hyperion/CCAnalyzer provides a
variety of historical reports
grouped by:
•
Agent
•
Place
•
Queue
The Supervisor has the ability to
determine timeframe
•
Hour
•
Day
•
Week
•
Month
•
Quarter
•
Year
There is a State-level report for
call activity in the IVR
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ECSS Overview: Historical Reporting
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ECSS Overview: Configuration Manager
Environment
CME is the system administrator tool
used to:
Add/Delete CSP
•
Add/delete skills
•
Reset/change passwords
•
Set thresholds
•
Assign agent logins
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ECSS Overview: System Admin Tools
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Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
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Overview of ECSS Activities
Telephony Track
Call Routing Track
Conduct ECSS
Telephony Assessment
Support ECSS BPA
Procure
ECSS Equipment
Analyze and
Collect Site Data
Setup and Test
Environment
Confirm Site Data
Load and
Test Site Data
Maintain Site Data
Getting Ready to Cut
User Training
Site Shakedown
System Admin
Attend ECSS T4T
Site Readiness
Testing
Attend ECSS
System Admin Training
Prepare for Cutover
Support ECSS
Deliver ECSS Training
Cutover Weekend
30 Day Post
Cutover Support
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Overview of ECSS Activities
User Training
Attend ECSS T4T
•
Training is at the Regional Training
Center (RTC) in Rancho Cordova,
CA
•
7 waves of training
•
Trainers receive instruction along
with CBT modules, training
materials, and training aids
Deliver ECSS Training
•
Delivered by the LCSA trainers or
supervisors
•
Can be instructor led training or
standalone CBT training
•
Scheduled by the LCSA:
Recommend 2 to 4 weeks prior to
cutover
Attend
ECSS
T4T
Attend ECSS
T4T
Deliver ECSS
TrainingTraining
Deliver
ECSS
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Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
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Next Steps – Important Milestones
Review ECSS BP process models and differences with change management
Analyze and collect ECSS site specific data
Setup and test telephony environment
Confirm site data
Perform pre-SRT prep and site shakedown
Attend ECSS T4T training at the RTC in Rancho Cordova
Load and test ECSS site specific data (maintain ECSS site specific data)
Deliver ECSS user training
Cutover CCSAS CSE with ECSS IVR
Attend ECSS system admin training
Cutover to ECSS call routing
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Question and Answer
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BP Contacts
Howard’s Contact Information
Howard Mack
howard.mack@ftb.ca.gov
Contact for inquiries
related to ECSS
Office (916) 845-5458
Cell (661) 805-6655
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