First Day of Live project results report, showing the issues encountered and overcame. Along with the reporting statistics from prior to live and those after.

1. PROSCHOOLS LIVE ANSWER PHONE INITIATIVE
Purpose forLive Answer
Aligncustomerservice inboundcall processestobetterreflectinformationcollected,tracked,andreported. To
effectivelyensurethatwe are able to have clientsspeaktoa live representative,insteadof anIVR,ensuringthatcalls
are routedto the correct department,decreasingaveragespeedof answerandabandonedrate,ultimatelydriving
revenue. Inaddition,the Live AnswerInitiativewillalsoallow ustobetterreportlike andpertinentdatato OCL
Management.
Whenpresentingthe livecall projectinitiative plansome initial concerns:
 configurationforthe newprocess
 email notificationforvoicemails
 currentmappingof inboundcalls
 busyon holdnotavailable
 inflatedabandonedcall rates
 concernwithCWS and CALIcalls
ConcernsAddressed
 Greg set up QC phone module for Michael and Mechelle to test
 the busyon holdfeature defaultoutof the box setting, we turnedbackon, thiswill preventgettingmissed calls
when they have someone on hold
 Clarified that we will not lose our direct numbers when transitioning to the live answer for the account
managers
 August 8th,
Greg shared the document on the OCL SharePoint server at that following location.
 https://trainingpro.sharesrvr.com/oclshare/Atlanta/CWS%20School%20Info/RE%20School%20Contact%20Sheet
.doc
Implementationof Live Answer
 Set up the PS Live Answer hunt group for testing. To reach this group you can dial 503-542-8323
 setthisup as intendedsoRosemary,Valerie,Crystal,andAllen will see their phones ring sequentially with the
newgroupname “PS RecepORp” basedonwho hasbeenwaiting the longest if you dial that number. Then the
overflow group of Alan, Everett, Billie, and Ashley will start to ring.
 no changesto the “businesshours”,
 shortenthe lengthof time before the call goesintothe queue sothatit ringsminimal,
 record voicemail greetingfornew extensions
 update the wavfilestoinclude wordingaboutpress1now to leave a voicemail forthe customersupportteam
 voicemails will be in the psservice@proschools.com email inbox for better tracking
 avoid transferring calls straight into other people’s voicemail, inflated abandoned call rates occur otherwise
 Greg convertedandadd/replace the wavfile onthe server withwordingchangesformessaging
 CWS and CALIcallsring inATL – viathe new IVR (withclearinstructions),onlythe new/prospective students are
routed to PDX IST via the CWS and CALI hunt groups
 Tuesday,September02,2014 1:30
 pushoverto the live queue.

2. Day One Obstacles
 a couple issues withourlive answer, firstone andbiggestone wasthe CreerWeb calls;Ithoughtthese callswere
goingto go directlytothe IST if available,Ididnotthinkwe were still having the queue, there were calls going
into that queue-with no one logged in,
 created inflated abandoned call rate for first half of first day live
o corrected with IST logging into the specific queue
Adjustments
 Katherine addedthe primaryandoverflowhuntgroupstothe mainboard
 In lieuof addingatime limittoeach of the existingcall queues(E.g.CarrerWebOR,Sales,&Service),we have
the queue recordinginformingcallersthattheycan press1 to exitthe queue andleave avoicemail ortheycan
continue tohold.
 Placedthe general greetingmessage onthe mail box forthe new Receptiongroup
 BSchramm, AFode,ACole,ESpears,have beenaddedtothe overflow groupforreception4136 (PSRecepORo)
 Updatedthe receptionqueue messagetoallow callerstoleave voicemail bypressing1 or pressing9 if parties
extensionisknown
 extensionsthe systemusesforsalesandservice havebeenupdatedto 4102 and 4103 respectively
 duringopenhourscallsare forwardedto extension4123 (CareerWebOR) if itisoutof hours ittransfersthe call
to 4124, andemail issentto psservice@proschools.com
 “CheckHours1”module,which determinesif the office isopen,invoicemail prohasbeenupdatedtotransfer
callsto the receptiongroup4135 (PS RecepORp) duringthe dayinsteadof to the Daytime AutoAttendant.
Helddepartmentwide teammeetingforeveryone’s’awarenessof goinglive andaddressedanylastminute questions.
Coveredpurpose,extensions/directdials,warmtransferprocesses,andthe call overflow planw/greeting.Allwere
advisedtobringany issue tomanagement’sattentionquicklyforpossiblefix. Includedisafour-weekdatacomparisonof
callsbefore live anddayone of live.
PS All Group Summary
Mon, Aug 4, 2014 12:00 AM Fri, Aug 29, 2014 11:59 PM
Group
Abandon
ed Calls
Answer
ed Calls
Misse
d
Calls
Inbou
nd
Calls
Outbou
nd
Calls
Percent
of Calls
Answer
ed
Perce
nt of
Calls
Misse
d
Avg
Speed
of
Answ
er
Avera
ge
Calls
Per
Hour
Avg
Talkin
g
Durati
on
Total
Talking
Duratio
n
Total
Call
Duratio
n
Call
Cou
nt
CalLicens
eOR
40 116 38 154 0 75.3% 24.7%
0:00:3
1
0.25 0:02:30 4:51:30 7:44:51 154
CareerWe
bOR
163 648 159 807 0 80.3% 19.7%
0:00:4
3
1.29 0:03:53
42:06:2
4
59:42:1
4
807
CustSvcO
R
140 2357 116 2473 0 95.3% 4.7%
0:00:3
7
4.12 0:03:59
156:53:
02
239:51:
57
2569
SalesOR 121 1223 112 1335 0 91.6% 8.4%
0:00:4
7
2.65 0:05:45
117:22:
48
177:57:
55
1656
PS All Group Summary
Wed, Sep 3, 2014 12:00 AM Wed, Sep 3, 2014 11:59 PM
Group
Abandon
ed Calls
Answer
ed Calls
Misse
d
Calls
Inbou
nd
Calls
Outbou
nd
Calls
Percent
of Calls
Answer
ed
Perce
nt of
Calls
Misse
Avg
Speed
of
Answ
Avera
ge
Calls
Per
Avg
Talkin
g
Durati
Total
Talking
Duratio
n
Total
Call
Duratio
n
Call
Cou
nt

3. d er Hour on
CalLicense
OR
3 7 3 10 0 70.0% 30.0%
0:00:2
0
0.42 0:02:26 0:17:06 0:26:18 10
CareerWeb
OR
7 35 7 42 0 83.3% 16.7%
0:00:3
6
1.75 0:05:48 3:23:08 3:59:50 42
PS Recep
ORo
10 34 18 52 0 65.4% 34.6%
0:00:1
5
2.17 0:04:04 2:18:20 3:54:05 52
PS Recep
ORp
13 274 17 291 0 94.2% 5.8%
0:00:0
7
12.13 0:03:30
16:00:3
5
19:36:5
8
291