Learning Collaborative on Call Centers - June 2017

Presentations

Call Center Panel   

• Santa Barbara County BSC Overview
• Santa Cruz County Phone CSC Overview
• Sacramento County Service Center Overview

Performance and Customer Satisfaction

• Riverside County Customer Call Center
• San Diego County Customer Service Call Centers    

Technology

• San Bernardino County Call Center Technology
  • San Bernardino Customer Service Center brochure
  • San Bernardino Self-Service Options Tutorial Video
• SAWS Single System Roadmap

Electronic Signatures

• Call Center Options for E-Signatures
• C-IV Electronic Signature Design Overview

National Perspective

• Alliance to Transform CalFresh – Contact Centers in Other States
• Food & Nutrition Service – Vision for California Call Centers

Management

• Tulare County Call Center
• San Mateo County Service Center

Continuous Improvement

• Sacramento County PDSA: Increasing Intake and Recertification Show Rates
• Orange County PDSA: Increasing SAR 7 Education at Intake
• Riverside County PDSA: Pink Recertification (RE) Appointment Reminder Letter
  • PDSA 4 Jurupa cycle 1 – Pink RE Appointment Reminder Letter
  • PDSA 4 Jurupa cycle 2 – Pink RE Appointment Reminder Letter
  • Sample of Pink RE Appointment Reminder Letter
• 8-Step Problem Solving
  
  

Handouts

Attendee Contact List
Call Center Functionality
Call Center Phone List
Mystery Calls
Post Call Survey Questions