Call Center
13/14 Assessment Plan
Mission and Vision Statement
The Call Center supports the mission of SUNY Oneonta by providing customer service assistance to students, families, employees and community
members who call for information and guidance. Highly trained agents act on behalf of campus departments to provide specialized information
to callers with questions and requests. Acting on the 80/20 principal, the Call Center strives to reduce call volume to participating departments
by effectively addressing caller concerns, and directing a minimal percentage of calls to the appropriate departments. Outstanding customer
service and communication of accurate, relevant and timely information are essential to the mission of the Call Center.
Setting Goals and Objectives
This assessment plan represents the goals for the Call Center since its inception as a separate entity effective 2013. The Call Center will use these
goals and objectives to create an effective work flow with emphasis placed on adequate training, providing outstanding customer service, and
meeting measurable call standards. Goals and objectives were developed after a review of the overall mission of the College, as well as the
strategic plan, to ensure alignment with campus-wide priorities and objectives. Most Call Center objectives contribute to the College mission
indirectly by supporting activities of other departments, but the direct interaction with students and families provides an important customer
service component that benefits the entire campus. The Call Center Manager worked with the Controller to develop this plan with feedback
from agents (student employees) and departments served. Best practices from the Northeast Contact Center Forum were also considered.
Summary of Goals and Objectives
Goal #1 Communicate and convey accurate information in representing the college and the departments served.
A. Agents are well trained in current campus and departmental information , policies and procedures.
B. Agents are knowledgeable in use of the Banner database and other appropriate campus technologies.
Outcome measures: Department knowledge base/content tests, Mystery Call feedback, Department Service Evaluations, transfer call rate
Goal #2 To provide quality customer service to all callers and the campus community
A. Staffing levels meet the needs of departments during all cycles of the academic year and summer session
B. Agents demonstrate outstanding customer service skills
C. Maximize departmental participation
Outcome measures: Abandoned call rate, customer service competency exams, Mystery Call feedback, Department Service Evaluations,
transfer call rate, number of departments served.
Goal #3 Utilize technology to enhance Call Center effectiveness
A. Maximize software utility to enhance performance
B. Utilize automated systems to increase performance
Outcome measures: Contact Center up time; percent of configuration handled in-house, Parlance connection rates
Goal #4 Recruit and retain qualified employees
A. Maximize employee retention rates to leverage training and experience
B. Maintain a diverse workforce
C. Promote Team Building
Outcome measures: Employee retention rates, average length of employment; employee satisfaction ratings; diversity of employees
13/14 Assessment Plan
Goal #1 Communicate and convey accurate information in representing the college and the departments served.
Objective
Actions/Strategies Target
Completion
Date
Resources
Required
Person(s)
Responsible
Measure/Expected Actual Outcome
Outcome
Agents are well
trained in campus
and departmental
information,
policies and
procedures
Thoroughly train
new agents and
keep existing
agents informed
of updated
departmental
information,
policies and
procedures.
N/A
Call Center
Manager
Call Center Team
Leaders
1.All agents score
at least 85%
accuracy on
department
quizzes.
2. Maintain
department
transfer call rate
below 15% to
indicate that
agents are
successfully
meeting caller’s
needs.
Ongoing
Goal #2 Provide quality customer service to all callers and the campus community
Objective
Actions/Strategies Target
Completion Date
Resources
Required
Person(s)
Responsible
Measure/Expected Actual Outcome
Outcome
Staffing levels
meet the needs
of departments
during all cycles
of the academic
year and summer
session
Monitor call
volume and
departmental
production
calendars to
identify highneeds cycles
Each academic
year
Contact Center
software
reporting
When to Work
reporting
Call Center
Manager
Call Center Team
Leader
Abandoned call
rate under 3% that
demonstrates
adequate staffing
Agents
demonstrate
outstanding
customer service
skills
Provide customer
service based
teaching tools and
sessions
Ongoing
Mystery Call
volunteers
Departmental
satisfaction
survey
Call Center
Manager
Call Center Team
Leader
Each agent will
score a level 1
satisfaction rating
on Mystery call
results
Each participating
College
department will
score a satisfaction
rating of 90%
Goal #3 To Maintain and use technology for the betterment and overall efficiency of the Call Center
Objective
Actions/Strategies Target/Completion Resources
Date
Required
Person(s)
Responsible
Measure/Expected Actual Outcome
Outcome
Maximize
software utility
to enhance
performance
Identify frequently Monthly
missed name and
presentations in
call routing system
to mitigate
connection errors
Call Center
Manager
Call Center Team
Leader
Call Center Team
1st try overall
connection rate
increased to 80%
Parlance Name
Connector
Goal #4 Recruit and retain qualified employees
Objective
Actions/Strategies Target
Completion Date
Resources
required
Person(s)
Responsible
Measure/Expected Actual Outcome
Outcome
Maximize
employee
retention rates to
leverage training
and experience
Implement an
employee
recognition
program to
motivate and
inspire students to
perform their best
and instill
employee
satisfaction
Motivational
materials(paper,
coins, mugs, bags
and other items
as needed)
Call Center
Manager
Call Center Team
Leader
Spring 2014-2015
retention rate of
100% for
employees who
remain as students
Ongoing
Using Outcomes to Plan
At the end of the annual assessment period, the Call Center Manager along with team leaders will review the actual results of each goal and
implements changes or improvements necessary to enhance the success of the overall outcomes.