Magazine article CRM Magazine

Genesys Bolsters Michigan Child Support Agency's Overhaul: Parents in Need Get Improved Access to Services with New Call Center Technology

Magazine article CRM Magazine

Genesys Bolsters Michigan Child Support Agency's Overhaul: Parents in Need Get Improved Access to Services with New Call Center Technology

Article excerpt

Michigan has the third highest number of child support cases in the United States, but for many needy single-parent families who live there, child support, public assistance, and other benefits had previously been denied through no fault of their own. Because of an antiquated customer contact center system at the state's Office of Child Support (OCS), only 55 percent of incoming calls to the agency were actually processed.

It didn't take long for the OCS to realize that it needed to do business differently to help the agents' clients, as well as those who served them. "We were not setting our employees up to succeed," says Monica Bowman, OCS' director of operations. "It was unbearable."

In January, the agency deployed the Genesys Customer Experience Platform, and since then, the delay and desperation that had been hallmarks of the OCS customer experience have been replaced by timely interactions with the agency's 90 caseworkers.

Where callers previously were required to leave voicemail messages that might not be responded to for weeks, now they always get a live person, Bowman says. The amount of time that callers have to wait in the call queue is typically about five minutes.

"We went through a transformation," Bowman says. "We removed a lot of the barriers that we were experiencing and moved to a new business model that allows us to process all of our cases more efficiently."

Central to that transformation was getting rid of the 12-year-old interactive voice response system from FirstData, which Bowman says was little more than an automatic call distributor. "It was old, antiquated technology," she states.

That system has been replaced with the Genesys Customer Experience Platform, which integrates self-service applications and caseworker-assisted transactions. Included in the platform are a natural language interface, customer interaction management, analytics and reporting, workforce optimization, self-service capabilities, a routing engine, and presence and visibility.

At the same time, OCS brought in Genesys Interactive Voice Response, Genesys Advisor for resource management, Genesys Survey to poll callers about their experiences at the conclusion of their calls, and Genesys Interactive Insights for reporting.

The technology, Bowman says, now "is an enabler" rather than a hindrance. …

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