Page 8 - DDS The Scoop August 2019

DDS NEWSLETTER

Celebrate Good Times: Contact
Center Exceeds Service Level Goal

Achieving a goal with professionalism and commitment calls for a celebration.
Through teamwork and group motivation, the Contact Center has seen
a Service Level increase from 82% in April 2019 to over 87% in June 2019;
therefore, exceeding the goal of 85%.
The agents service an average of 92,950 calls each month answering
customers inquiries and providing support to the CSC’s.
With the high volume of inbound calls received, the agents have
implemented a strong focus on lowering the number of customer complaints
and increasing the number of customer compliments. By providing superior
customer service, they ensure that the customers are satisfied and equipped
to visit the CSCs with all necessary knowledge and information to be
successfully served.
The Team is focused, hardworking, determined and dedicated to continuously
achieve Driver Services’ success margins and excel beyond those
expectations.
As promised by Commissioner Moore, the team celebrated their achievement
with a lunch from Chick-Fil-A.

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