uwmedicine_contact_center_avaya_user_group

Report
UW MEDICINE|CONTACT CENTER
FEBRUARY 2014
HARBORVIEW MEDICAL CENTER | NORTHWEST HOSPITAL & MEDICAL CENTER | VALLEY MEDICAL CENTER | UW MEDICAL CENTER
UW NEIGHBORHOOD CLINICS | UW PHYSICIANS | UW SCHOOL OF MEDICINE | AIRLIFT NORTHWEST
UW MEDICINE|CONTACT CENTER FACTS
 Opening Day: 10/21/10
 83 HMC
 9 UWNC
 68 UWMC
 Hours of Operation:
 Monday through Saturday 6:30 AM to 8:00 PM
 Sunday 9:00 AM to 5:30 PM
 Contact Center Representatives: 155
 Supervisors: 11
 Service Level:
 80% of the calls with 40 seconds or less
 <5% of the calls abandoned
 Volumes:
 Average monthly calls 150,000
 Average daily calls 6,000-8,000
UW MEDICINE|CONTACT CENTER ORGANIZATIONAL CHART
Scott
Mah
Melissa
Vasiliades
Director Communication
Technologies
UWMCC Director
Erica
Edwards
Program
Manager
Maureen Stout
Admin.
Joe
Karduck
Dimitri
Franks-Kora
Site
Operations
Quality
Assurance
Joseph
Peyton
Resource
Planning &
Analytics
Jeremy
Tyndall
Daniel
Mohn
Project
Management
Training &
Development
Christina
Horton
Training
Specialist
Sandra
McMillen
Senior
Analyst
Gregory
Martel
Forecast
Analyst
Laurie
Nakamichi
Project
Manager
Falana
Young
Superviso
r
Jon
Paras
Analyst
James
Spear
Resource
Analyst
Meekie
Roberson
Project
Manager
Fred
Fisher
Superviso
r
Jean
Hennebert
Supervisor
Jean
Zhou
Reporting
Analyst
Sara
Blair
Project
Manager
Joanne
Kisiel
Supervis
or
Julia
Brewer
Superviso
r
Ryan
Olson
Staffing
Analyst
Stella
White
Project
Manager
Julian
Goss
Superviso
r
Paula
Petzold
Superviso
r
Rosy
Garcia
Superviso
r
Valerie
Piacenti
Admin.
Cristy
Dagdag
QA
Coordinato
r
Jason
Palacpac
QA
Coordinato
r
Jessica
MacKenzie
QA
Coordinato
r
Lisa
Suelen
Intern
QA
Brittany
Giesen
Superviso
r
Cynthia
Broker
Superviso
r
Liz
Coombes
Superviso
r
Rajani
Lata
Temp
T&D
Wesley
Dreiling
Systems
Analyst
Marlon
Sarmiento
Intern
RP&A
Last Updated: 12/04/13
UW MEDICINE|PATIENT SERVICE METRICS
UW MEDICINE|CONTACT CENTER
NOVEMBER PATIENT SERVICE METRICS DASHBOARD*
* MTD data as of 11/25/2013
Adherence
Accuracy
Call Resolution Time
Quality
November 2013
November 2013
November 2013
November 2013
99.68%
5:50
89%
91%
Goal
Goal
Goal
Goal
93%
99.50%
5:30
95%
Three Month Trend
92%
Three Month Trend
Three Month Trend
Three Month Trend
99.68%
5:48
92%
UW MEDICINE|SURVEY
PATIENT SATISFACTION SURVEY
PATIENT PARTICIPATION

WAS YOUR APPOINTMENT TIME AS SOON AS
YOU NEEDED IT?
Survey participation decreased by ~24% quarter over quarter

WAS YOUR CALL ANSWERED IN A
REASONABLE PERIOD OF TIME?
Survey Week
ASA: 22
Seconds

DID WE MEET YOUR EXPECTATION?
Survey Week
ASA:58
Seconds
Despite an increase of 36 seconds in our Average Speed of Answer (ASA) survey
participants still reported their call was answered in a reasonable amount of time
Results remain relatively flat with only a slight change (~1%) over the past
three survey cycles
June 2013 QA :
95.46%

September 2013 QA
xx%
Expectation results remained relatively flat with the vast majority of participants
approving of the service they received from the Contact Center
UW MEDICINE|COMMUNICATION TECHNOLOGIES
Avaya Communication Manager
 G450 Media Gateways
 Avaya CM 6.3
 System & Session Managers
 Call Management System R17
 Workforce Optimization Suite R11
 Contact Analyzer
 Resilient Trunking Arrangement
 Digital 9408 and IP 9611G Phones
 VPN 9611G IP Phones
 Future IP Agent Deployment
 Future Call Back Assist Solution
UW MEDICINE|WORKFORCE OPTIMIZATION SOLUTION
Contact Recording/Quality Management*
Shift Bid
Capture patient interactions across various channels
(phone, fax, email, agent screens, web chat) to help ensure
a consistent high quality patient experience.
Functionality to assign employee schedules based
on predefined rules such as tenure, performance
and employee preference.
Individual Module Year 1 Cost: $195K
Individual Module Year 1 Cost: $6K
Workforce Management*
Establish profiles to predict future call volumes, handle
times, and optimize schedules for all work groups
(phone/non-phone queues).
Individual Module Year 1 Cost: $210K
Speech Analytics
Proactively identify recurring issues to support
root cause and process gap analysis.
Individual Module Year 1 Cost: $75K
Scorecards*
Capture agent performance which can be used for
performance trending and skill development.
Individual Module Year 1 Cost: $31K
E-Learning
Customer Feedback Management
Gather patient feedback to understand and
improve the UW Medicine experience.
Individual Module Year 1 Cost: $100K
Automatically prioritize, assign and schedule focused
online training to minimize impact to service levels.
(Cost included in Contact Recording)
Time Off Manager
Create an automated self-service process for managing
employee time off. Compatible with Kronos, Cognos,
and other reporting systems.
Individual Module Year 1 Cost: $5K
* Prices listed above are based on 200 licenses and sales tax of 9.5%.
**Total Year 1 Costs = purchase, installation, upgrade software, software support, etc.
Estimates based on 200 seats.
8
UW MEDICINE|RESOURCE PLANNING & ANALYTICS – PRE WFO
Historical call volumes and anticipated
seasonal impacts are gathered from Avaya
CMS Supervisor and seasonality
workbooks, and calculated out onto an
Excel spreadsheet into monthly volume
allocations.
Avaya CMS Supervisor feeding call data
into an Excel spreadsheet. Projects impacts
and clinic onboarding's are filtered out to
determine a base average monthly call
volume. Seasonal call patterns are extracted
and represented as a percentage.
Supervisors enter agent
schedule exceptions into a
SharePoint list. Date, time,
agent, and exception type are
captured.
Long range forecast data and recent
historical data from Avaya CMS
Supervisor feeding call data into an
Excel spreadsheet. Seasonal and day
of week allocations are applied via
formulas to generate intra day call
arrival patterns.
Long Range
Forecasting
Adherence
Monitoring
Resource
Planning
&
Reporting
FTE
Requirements
Vacation
Allotments
Agent staffing data is pulled from
Avaya CMS Supervisor into an
Excel spreadsheet. Formulas are
applied to determine how much
time the agents did not spend on
the phone. Represented as a
percentage.
Based on an operational allotment.
Represented as a percentage. An Excel
workbook processes the percentage into a
time off by days allotment. These days off are
applied to the SharePoint for agents to signup
Avaya CMS Supervisor feeding
call data into a access
database to generate Intra-Day
Performance (IDP) outputs
based on modified a Erlang C
formula.
Each new class of agents triggers this
workflow. New schedules are generated
using an Excel workbook to optimize (goal
seek) the optimal solution to fill in the
greatest need, over the most intervals.
Schedules are offered to existing agents
first, then the new class.
UW MEDICINE|RESOURCE PLANNING & ANALYTICS – POST WFO
Avaya Strategic Planner
Multiple “What if” generator.
Forecasting tool tracks patterns and
applies them to forecasts automatically.
Long-range
Forecasting
Entered/Tracked in Avaya WFM.
Represented as a Adherence
goal for Staff/Supervisors.
Adherence
Monitoring
Resource
Planning
&
Analytics
Entered/Tracked in Avaya WFM. The
Forecasting module lets you model
campaigns leveraging data that has
already been captured within the tool.
FTE
Requirements
Entered/Tracked in Avaya
WFM. System generates IDPs
without the need for outside
input.
AVAYA WFM
Vacation
Allotments
Entered/Tracked in Avaya WFM.
Entered/Tracked in Avaya WFM.
Bucket system with workflow
approvals. Shift Swap to be
deployed in February 2014.
Entered/Tracked in Avaya WFM. Banded
and Ultra-Banded Schedules for all new
agents, and existing agents with schedule
change requests. Shifts are optimized out
every two weeks for start times, then every
day for break/lunches.
UW MEDICINE|COMMUNICATION TECHNOLOGIES
Evolving a shared approach
SURVIVABILITY & RESILIENCY – BY THE NUMBERS
1. Resilient Communication
System
2. Diverse Service Providers
3. Service Provider
Diversion
4. Backup Communications
Platform
3
2
2
2
CenturyLink
Integra
X5
Communication
Manager
4
Teleira
Gateway
Community Care
Transfer Center
Gateway
UW Medicine
Contact Center
1

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