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<br />~ <br /> <br />. <br /> <br />. n September 15th we plan to discontinue the old telephone numbers in both <br />the r 0 yn ar (612-533-8020), and Roseville (651-483-9999) ~O3.~...... <br />Consistent with that, we will add an equivalent number of trunks to t 65- <br />....-222-:.:s3~3 .group, which will further minimize instances of customers receiving <br />~o::>y ::>,g1'1aj. <br /> <br />. We have implemented a broadcast message feature announcing system <br />outages and general information. This broadcast message occurs prior to the <br />customer being routed to our interactive voice response unit ensuring that all <br />customers contacting the center receive the message. Messages such as <br />this greatly enhance our ability to deliver messages quickly to a large group of <br />customers, This frees up trunk time allowing additional customers to contact <br />the center. <br /> <br />. We plan to implement "intelligent queuing" in the near future. This technology <br />will allow customers to understand the average length of time they are holding <br />and determine if calling at a later time would be more convenient. <br /> <br />. We have established procedures to deploy all converters to the field in an <br />active status. This will minimize the instances of customers contacting the call <br />center to authorize their converters. <br /> <br />. <br /> <br />. We have identified a new billing system called ICOMS. We have targeted a <br />launch date of May 1, 2000 to implement a more customer friendly billing <br />system. <br /> <br />Construction/UpQrade Items <br /> <br />. We have delayed channel line-up activation throughout the month of August. <br />This has minimized the disruptions caused by channel re-configuration and as <br />a result, has reduced call volume. <br /> <br />. We have created bill messages and 30 second commercials informing <br />customers of the "best time to call". We have developed similar 30 second <br />commercials encouraging customers to utilize our Integrated Voice Response <br />unit. This makes more agents available to handle calls requiring an agent's <br />assistance. <br /> <br />. W~bave staqqered our upgrade activfltion schedule more broadly. This will <br />cause service disruptions to fewer customers within a short time frame and <br />reduce associated call volume. <br /> <br />. <br />