Government Contact Center Council (G3C) meeting, June 12, 2014 Ellis Hall Presentation

1. Introduction - Equal Employment
Opportunity Commission (EEOC)
• Enforces federal employment laws that make it illegal
to discriminate against a job applicant or employee
• Bases Covered:
– Race, Color, Religion, Sex (including pregnancy), National
Origin, Age (40 or older), Disability, or Genetic Information
• Applies to all types of work situations including:
– Hiring, firing, promotions, harassment, training, wages,
and benefits

2. The EEOC Intake Information Group (IIG)
• Provides frontline support by covering the EEOC’s National Toll-Free phone line as
well as providing prompt responses to email inquiries
• Operates a virtual contact center with full site-to-site rollover capabilities
• Comprised of EEOC office staff located in 15 districts across the US
• Handle inbound calls and email from the public who have experienced
employment related discrimination, have general questions about the EEOC, or
want to check the status of their charge.
• Receives approximately 55K calls and 2K emails each month
– 28K offered to the Intake Information Representatives (IIRs)
– 27K handled by the IVR
• During a typical month, 80% of transactions are resolved by the IIG and 20% are
forwarded to an EEOC office for resolution

3. Measuring the Customer Experience
• Measured through traditional Call Monitoring, Calibration Sessions, and
Accessibility and Efficiency Reports
– Call Monitoring; traditional random sampling of approximately 2% of monthly
call volume
– Calibration Sessions; monthly with each Supervisor
– Accessibility and Efficiency Reports; service level and response time,
abandoned calls, longest delay, handle time, calls transferred or escalated, and
more.
• IIR Forums (currently under pilot)
– Excellent practice in measuring employee and customer satisfaction from the
IIR’s perspective
• Measuring customer satisfaction through Continuous Improvement
– Six Sigma Project; Developing on-line library of live demonstration calls;
includes peer review of calls and process capability comparisons
– IIR participants have significantly higher quality and performance scores

4. Customer Satisfaction Survey
Customer Satisfaction Survey Results
• Key Outcome
– Created a First Call Resolution (FCR) Index in the
Monitoring Form to determine if “next step” information
was provided
CS Survey Program Impact
• Recognized that a stronger focus needed on metrics
that supported FCR
– Appropriate Use of the Intro/Closing Call Flow
– Providing Time Limits
– Appropriate use of Knowledge Database

5. Three Takeaways for Audience Consideration
• Listen to the Customer Service Representatives, being
the first contact resource for the agency, they hear it all
and can provide a unique perspective (especially on
customer expectations).
• Understand that employee satisfaction is directly
related to customer satisfaction.
• Provide call agents with an opportunity to participate
in continuous improvement special projects – have
projects in the pipeline so that continuous
improvement can remain a constant focus.