The Emphasys Call Center is a brand new application and was built for Emphasys Software
as part of a portal suite called the Call Center Module. It is used by clients who purchase
this product, such as housing authorities for various cities. The Call Center Module is primarily
used by the customer service staff at housing authorities and allows them to manage members on subsidized
housing waiting lists.
In this case, we were dealing exclusively with the Cincinnati Metropolitan Housing Authority.
The Emphasys Call Center application captures all calls that come into the housing authority.
The operators can either create a new contact, or look up a contact that is already in their system
and log the call. Each call has a variety of data elements that go with it, characteristics not only
of the call itself, but of the caller and the program in which they are enrolled. Call center users
quickly fill in this detail and can then attach actions to each call. These actions are the follow-up
steps that someone will have to take to resolve the call. The system also allows for quick reporting to
see how many calls of each type exist, dealing with which population, and ultimately how many calls are
still considered open.
Logging an inbound call.
The user logs in and immediately sees any calls that are still open and assigned to them. The
call may be assigned to them because of the action step or because it’s a call they logged. From
here the user determines if further actions are required, which is commonly the case, or if they
can close the call. If the user closes a call, it is filtered from the screen and removed from view,
though it is still visible in other reports.
Another kind of interaction occurs when answering the phone and talking with a specific caller.
In this case, the operator looks up the person and adds an additional call to that client’s history.
This way, anyone answering the call can see all the previous dialogue with the client. The operator
can reopen closed calls if the new call re-activates an issue that requires further action steps.
Creating action steps.
The last interaction is administrative where the administrator can configure a variety of data, from
meta-data and domain dropdown values to operator management.
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