Faced with staff attrition, funding cuts and the increased need for services in the communities they serve, health and human services agencies have been seeking ways to work smarter and cheaper while managing the steady rise in caseloads. While traditional face-to-face meetings between caseworkers and clients are essential for more complex cases, agencies are finding their highly trained caseworkers are spending too much time handling routine requests that could easily be answered over the phone.
Over the last decade, agencies have begun to discover that an immediate solution can be reached by opening call centers or customer care centers. From public assistance benefits administration, to protective services for children and adults, child support enforcement, and child health insurance (CHIP) administration, call center operations are beginning to emerge as a way for health and human services agencies to more effectively engage with program participants. Download the Lagan Human Services Call Center Brochure to learn more.
Benefits of a Lagan Call Center:
- Streamlining reporting to management
- Reducing manual form processing by handling issues during a single call
- Improving customer service by reducing wait times, sparing clients the need for an office visit
- Giving frontline staff better problem-solving tools so that personnel of all levels can provide clients with consistent guidance
- Enabling government to offer a 'no-wrong-door' approach with a unified point of access for multiple programs and services
Call Center Success in Los Angeles County, CA
The Los Angeles County Department of Public Social Services (DPSS) turned to Lagan to implement a centralized customer service call center to streamline access to a range of social services programs. The results have been significant. Highlights include:
|
- Self-service interactive voice response system adds 24/7 access to case information and emergency hotlines
- Three district offices now supported with a combined caseload of 122,000
- Monthly call volume: 60,000 of which 80% are handled by the Customer Service Representatives
- Monthly tracking tickets: over 34,000
- Trained call center customer service representatives directly handle approximately 60% of inquiries
- Customer satisfaction survey rates are 99%
- District office lobby traffic reduced by 33% |
Download the customer case study on Los Angeles County DPSS to learn more.