Call Center Excellence Award
The call center excellence award is given to our exceptional call centers based on outstanding performance and improvement in customer service.
Gold Institution
Georgia State University Information Systems and Technology Help Center
Call Center Members:
- Tim Jones, Help Center Manager
- Kenneth Graves, Help Desk Coordinator
- Darlene Ward-Wright,Help Desk Coordinator
- Tyesha Lumpkin, Help Desk Specialist
- Douglas Green, Help Desk Specialist
- Alonzo Richardson, Help Desk Specialist
- Decetra Dunn, Help Desk Specialist
- Chinelo Arinze, Help Desk Specialist
- Ashante Stewart, Help Desk Specialist
Initiative: The Information Systems and Technology Help Center Team re-engineered the Help Center and initiated the Help Center Improvement Project (HCIP) to focus on the delivery of information technology services. As a result, the Help Center's First Contact Resolution rate (calls resolved within one contact via phone) has increased from 30 percent to 60 percent. Additionally, the HCIP implemented the first Help Center Knowledge Base, a database with answers to routine problems, so that the Help Center could consistently resolve routine issues. The Help Center achieved a 100 percent pass rate and obtained STI Knowledge’s, a leading provider for certified Help Desk training, Team Certified Customer Service Center Banner because the entire team, including the manager, obtained certification as a Help Desk Professional.
Gold – University System Office
OIIT Customer Service Help Desk
Call Center Members:
- David Disney, Director, Customer Services
- Elizabeth Bryant, Helpdesk Agent
- Gabriel Ceballos, Helpdesk Agent
- Suzanne Kille, Helpdesk Team Lead
- Jennifer McClain, Helpdesk Agent
- Mike White, Helpdesk Agent
Initiative: OIIT Customer Service Help Desk Team implemented a self-service application that gives customers the ability create, submit, and view service requests through a Web interface. Where is OIIT compared to support industry best practices? Self-service customer adoption at the six-month mark should be 30% of the customer base. At the eight-month mark, OIIT activated 362 accounts, approximately 30% of the customer base. It appears OIIT is on course to have approximately 50% after the first year, according to HDI, the world’s largest membership association for the service and support industry, which is a significant milestone toward a “best-in-class” service desk.
