FRANKFORT, Ky. (4/20/13) – The Department of Vehicle Regulation is celebrating a milestone – 1 million resolved customer incidents from its Customer Service Center.
“It was the vision of the Kentucky Transportation Cabinet more than four years ago that resulted in the approval to create the Customer Service Center,” Department of Vehicle Regulation Commissioner Tom Zawacki said. “It’s that vision and the work and effort of each and every person in our department that we’re now celebrating. This milestone could not have been achieved without everyone pulling together.”
The Customer Service Center was established as a public service for the more than 3.2 million Kentucky drivers. The center is entirely customer-focused. Its sole mission is to get customers the information they need, when they need it. It serves all public callers, service providers, Circuit Court Clerks and County Clerks who need assistance with Kentucky’s driving regulations.
“This milestone for the Customer Service Center showcases the vision and dedication of our staff and the desire to put customers’ needs first,” Kentucky Transportation Secretary Mike Hancock said. “Congratulations to all who made this goal possible. It is a wonderful achievement.”
The center launched its first stage of operations in November 2010 and became fully operational in August 2011. Staffers answer about 2,000 calls a day – more than 40,000 a month – on a host of topics regarding driver licensing, motor carriers and vehicle licensing.
Prior to creation of the Customer Service Center, the Department of Vehicle Regulation was saddled with an antiquated telephone system in which it was common for calls to be dropped, transferred repeatedly or not answered at all.
A departmental evaluation of the communication process found an environment of inconsistency that translated to poor customer service. Each division in the department worked independently of others, often resulting in duplication – or breakdown – of processes. The first step was to consolidate processes and create a single point of contact for all incoming calls.
With the goal of resolving customers’ needs on the first call, Customer Service Center employees were trained on the various components of the three divisions within the Department of Vehicle Regulation – Driver Licensing, Motor Carriers and Vehicle Licensing – and provided a list of Frequently Asked Questions, with responses, which were categorized for easy access.
The knowledge base among service center employees resulted in faster, more consistent and repeatable answers from the Department that minimized the number of calls that had to be transferred.
When transfer of a call is necessary, the customer service professional, the first point of contact, knows where and to whom the call should be directed the first time. If calls need to be transferred to someone at another level of expertise, a Subject Matter Expert steps in to resolve a customer’s issue.
Since the inception of the Center, the Department has maintained a staff of 24 customer service professionals. In addition, new hardware and phones were installed that allowed for faster response time. Also installed was a tracking system that maintains and retrieves customer data, thus shortening response cycle time when and if a customer calls back.
The new tracking system also shows 96 percent of calls are being answered compared to 14 percent just four years ago.
The success of the Customer Service Center resulted in its becoming the fourth division of the Department of Vehicle Regulation – the Division of Customer Service was established in October 2012.
Information provided by Lisa Tolliver
Photo provided by SurfKY Graphics
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