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

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

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

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

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.