25.19.2  Customer Service

25.19.2.1  (09-01-2008)
Health Coverage Tax Credit (HCTC)
Customer Service Operations (CSO)

  1. The HCTC Customer Service Operations organization runs an independent HCTC Customer Service Contact Center (CCC) located in Waterloo, Iowa that processes registrations, answers questions and resolves participant issues. For all incoming correspondence, Customer Service Representatives (CSR’s) open, receipt stamp, review and process as required. They also make outbound calls to taxpayers. In responding to calls, the representatives collect data, resolve cases, update participant information and handle registration and payment inquiries. CSR’s also confirm qualified health coverage, verify invoice documentation, and verify health premiums and premium changes.

  2. The CSO also operates a Fulfillment Center in Peoria, Illinois. Its primary responsibility is to distribute program kits, registration forms, program brochures, participant letters and monthly invoices.

25.19.2.2  (09-01-2008)
Customer Service Representative Responsibilities

  1. The Customer Contact Center (CCC) Customer Service Representatives (CSRs)) provide assistance with HCTC inquiries.

  2. The types of CSRs referred to within this section include, but are not limited to, the following named positions:

    If the position title is... Then...
    Inbound CSR Duties include answering general/tax questions, registration, payment/account changes, and directing media, partner, government inquiries to appropriate responsible parties.
    Outbound CSR Duties include collecting missing information regarding customer registration and account update information via outbound call's to customers.
    Health Plan Administrator (HPA) CSR Duties include processing HPA invoices, COBRA election letters, qualified family members' itemization letters, excepted benefits and itemization letters.
    Mailroom CSR Duties include distributing general correspondence, paper registrations, proof of health coverage documentation, power of attorney (IRS Form 2848), Undeliverable/Return to Sender and Misdirected Mail.

25.19.2.3  (09-01-2008)
Interactive Voice Response System

  1. An Interactive Voice Response (IVR) System routes HCTC telephone calls to the appropriate destination.

  2. The taxpayer may speak directly with a CSR.

  3. The caller may use the self-serve Frequently Asked Question (FAQ) menu to resolve his/her question.

  4. If the caller wishes to speak with a CSR, the IVR main menu prompts the caller to select one of the following:

    • Sign Up for HCTC Payment

    • Account Information

    • Make Changes to Your Account

25.19.2.4  (09-01-2008)
Fulfillment Processing Overview

  1. The HCTC System transmits requests for two types of HCTC mail outs

    • On-Demand Letters

    • Preprinted materials

  2. On-Demand Letters are printed by the Fulfillment Center during daily print-runs using HCTC stationery.

  3. Preprinted material includes HCTC Program Kits, State Tool Kits, and HCTC Brochures.

  4. The Fulfillment Center is responsible for tracking all inventory (e.g., stationary, kits, and brochures) preprinted by the Government Printing Organization (GPO).

  5. The Fulfillment Center completes print requests and bulk mailings based on nightly updated information from the HCTC System.

25.19.2.4.1  (09-01-2008)
Fulfillment Processing

  1. Use the following guidelines to mail HCTC information:

    If... Then...
    Caller requests a Program Kit and is not in the system as a candidate or participant, The Fulfillment Center mails HCTC brochure to the individual.
    Caller requests a Program Kit and is a candidate in the system, but has not received the kit within 14 days of original mailing, A kit is re-sent, if caller has a Current Eligibility Period.
    Caller is a stakeholder and requests a bulk order (See Siebel User Guide, HCTC 303 Answering Questions) CSR creates a Case for management approval of bulk fulfillment.
    Caller requests a State Toolkit, Caller must be from a State Workforce Agency (SWA).
    Caller requests an HCTC Brochure, The Fulfillment Center sends a brochure in accordance with Siebel User Guide, HCTC 303 Answering Questions, for quantity limits or escalation.
    Caller's request for Brochures exceeds the threshold, CSR creates a Case and escalates it to Case Management for approval.
    Caller requests a Quick Reference Card, The Fulfillment Center sends a card in accordance with CSR references Siebel User Guide, HCTC 303 Answering Questions, for quantity limits or escalation.

25.19.2.4.2  (09-01-2008)
Incoming File

  1. Place information (update) on the File Transfer Protocol (nightly/pre-scheduled times).

  2. Complete the fulfillment process.

25.19.2.4.3  (09-01-2008)
Outgoing File

  1. Use the outgoing file to complete Fulfillment Status Report.

  2. Update the File Transfer Protocol using HCTC dedicated T-1 connection at pre-arranged times.

25.19.2.4.4  (09-01-2008)
Fulfillment Specialists

  1. Fulfillment specialist in the fulfillment center process caller requests for documents or letters. Instructions for preparing mailings are as follows.

    1. Use labels or letter , as appropriate

    2. No name match is required if the request is mailed in a window envelope.

    3. Package according to standards:

  2. Prepare the Program Kits and paperwork for the Consolidator to pick up.

  3. Use united States Postal Service (USPS), first class mailing, for other requests.

25.19.2.5  (09-01-2008)
HCTC Reports

  1. The following reports are prepared to track CCC activities.

25.19.2.5.1  (09-01-2008)
CCC Weekly Report

  1. Includes:

    • Operating Hours Call Volume by Day

    • Operating Hours Call Volume by Week

    • Average Handle Time by Week

    • Monthly Call Arrival Rate

    • Weekly Call Arrival Rate

    • Daily Call Arrival Rate

    • Hourly Call Arrival Rate

    • Day of the Week Interval Comparison

    • Weekly Tax Season Call Volume

    • Weekly Tax Season Average Handle Time

25.19.2.5.2  (09-01-2008)
Outbound Call Report

  1. Monthly report includes the number of attempts and results of completed calls.

25.19.2.5.3  (09-01-2008)
CSR Quality Assurance (QA) Reports

  1. Issued monthly.

25.19.2.6  (09-01-2008)
Disclosure (Privacy) Guidelines

  1. CSRS follow the procedures in IRM 21.1.3.1, 21.1.3.2, and 21.1.3.3.2.

25.19.2.7  (09-01-2008)
Inbound Telephone Inquiries

  1. Ask probing questions to determine the type of inquiry (e.g., general, candidate for HCTC, Congressional). Use HCTC System - CSR tools and related reference material to determine the nature of the telephone call.

  2. Attempt to answer all questions. If you do not have appropriate information to answer the caller's question, create a case and refer it to the appropriate person, Team Leader or working area for resolution.

  3. If asked to confirm whether a State Qualified Health Plan exists in the candidate's state, use HCTC System to research answers. Use HCTC System while researching a registration issue to confirm if a candidate's plan is truly a plan qualified by the state.

  4. Request the Social Security Number or Taxpayer Identification Number (SSN/TIN) to determine correct authentication. Confirm the participant's identity by matching to the candidate's record.

  5. To fully confirm the authentication and to correct data, request participant's date of birth, address, and telephone number(s). Update participant's records with the latest information. If the taxpayer has a new, permanent address, advise the taxpayer that the address change must be in writing. The taxpayer can use Form 8822, Change of Address, or change their address with the US Postal Service. See Revenue Procedure 2001-18; IRM 3.13.5.14.1.

  6. If the caller purports to represent, or is assisting the candidate, confirm whether the candidate designated a third party assistant on the application, and submitted a tax information authorization form (Form 8821). Confirm that the individual is the party designated by the candidate on the application or Form 8821. If there is no record of the designation, advise the caller that you cannot discuss the candidate's/participant's application unless the candidate/participant provides the IRS with a written authorization for disclosure. The written authorization for disclosure must contain:

    1. the name, mailing address, SSN of the candidate/participant;

    2. the identity of the person to whom disclosure is to be made;

    3. the return or return information to be disclosed; and

    4. the taxable periods for which this information may be disclosed.

      Note:

      See IRM 11.3.3.1.1.

  7. For Advance HCTC Registration:

    1. Eligibility Confirmation: Use the Eligibility tab in HCTC System to confirm the candidate's current eligibility for Trade Adjustment Assistance (TAA), Alternative Trade Adjustment Assistance (ATAA), or funds from the Pension Benefit Guaranty Corporation (PBGC). Records sent to HCTC from PBGC or the candidate's State Workforce Agency (SWA) determine Eligibility status in the Siebel System.

    2. Eligibility Questions: Creates new registration and asks the candidate each of the required Eligibility Questions to confirm his/her eligibility for the Advance HCTC. See IRM 25.19.3.3.3 (Eligibility Questions).

    3. Qualified Family and Eligibility Questions:Use the same Eligibility Questions for each potentially qualified family member to determine his/her HCTC eligibility. See IRM 25.19.3.3.4 (Qualified Family Members).

    4. Policy Information Capture: Document the member ID, group ID, premiums, etc. for the registration, and names of qualified family members (QFMs) on the policy.

      Note:

      It may be necessary to capture information on multiple policies, as those of QFMs may differ from the primary taxpayer's policy.

    5. Registration Wrap-Up: Advise the participant of the documentation necessary to complete the registration (e.g., invoices/letters mailed regarding HCTC).


  8. Previous Attempt to Register:

    1. Verify information and determine the status.

    2. If no record is found, complete the required registration process. See 25.19.4.

    3. If unable to answer all of the caller's questions, create a case and let the caller know that someone will contact him/her within 5 business days.

    4. If documents are requested by mail, use the appropriate Activity types (e.g., Brochure, Program Kit) for Outbound Correspondence and notate the Outbound Correspondence Contact Log (Candidate/General Contact Record).

    5. Request assistance from your Team Leader if you are unable to provide the assistance requested. If the caller requests to speak to a supervisor, refer the call/case to the manager.

    6. If management is unable to resolve an issue, document the issue and refer it to Headquarters HCTC Program Office CCC representative.

25.19.2.7.1  (09-01-2008)
Call Wrap-Up

  1. Address/resolve all inquiries/requests.

  2. Document issues that can not be handled over the telephone or by correspondence and refer them to the appropriate person/office.

  3. Document each inquiry/request. Use the appropriate Activity record and reports to indicate the actions taken (e.g., General Inquiry, Request for Form, Registration for Advance Payment, Request for Advance Payment, Call Back, Request for Additional Information).

25.19.2.8  (09-01-2008)
Outbound Telephone Calls

  1. HCTC CSR's make telephone calls to obtain additional information and provide additional assistance (e.g., to resolve inquiries, requests, open issues, confirm authentication). The following sections provided instructions for making outbound calls.

  2. Thoroughly review the case/issue (including previous contact logs and account history) before contacting the participant.

  3. Document Outbound records/reports to indicate why contact is being made.

  4. Inform participant why you are contacting him or her.

  5. Always identify yourself (using name and identification (ID) number) and provide a call back telephone number.

25.19.2.8.1  (09-01-2008)
Telephone Call Preparation

  1. Obtain the latest telephone number.

    If... Then...
    There is no telephone number Notify the Team Leader and request an Internet search.
    The telephone number cannot be located Mail a Call Back Letter. See IRM 25.19.1.5.1 (Fulfillment Processing).
    A telephone number is found Review the Case Summary, Contact Log, and Account History before contact.
    The case is marked "Urgent" Call Immediately.
    The customer has requested a specific time to receive the call Call at the indicated time, if possible.
    The call time is not within the CSRs scheduled workday Return the case to the queue and notify the Case Manager.

25.19.2.8.2  (09-01-2008)
Dial Participant

  1. Dial the telephone number listed on the participant’s account. If necessary, try an alternate telephone number.

  2. If you reach an answering machine, leave a message (unless instructed not to). Document the call in the HCTC System according to the Outbound Call Result Guide and designate the case as 'Open'. The next business day, monitor the case queue to see if the case has been closed. If not, attempt to call the participant again.

  3. The Outbound Call Result Guide:

    Outbound Call Result Guide

    Outbound Call Result Considered an Attempt? Record on Contact Log ? Update Case Summary?
    Spoke with Candidate or Contact Yes Yes Yes
    Message Left on Answering Machine Yes Yes Yes
    Message Left with Family Member/ Authorized Third Party Designee Yes Yes Yes
    Rings but no Answer Yes No Yes
    Immediate Hang-Up Yes No Yes
    Individual Line is Busy No (Yes if 4 calls made in 1 business day) No Yes
    Fast Busy Signal (trunk line is busy) No (stop after 2 attempts) No Yes
    Disconnected Number No (stop after 2 attempts) No Yes
    Incorrect Telephone Number No No Yes

  4. Issue a Call Back Letter (sometimes referred to as Call Us Back Letter), after 3 unsuccessful attempts to reach a participant. Make the calls at different times during the day. See IRM 25.19.1.5.1 (Fulfillment Processing) for further details.

  5. Mark the case Urgent.

    Note:

    Do not mark case Urgent or issue a letter unless three (3) telephone attempts have been made to contact the participant.

  6. If the telephone number is incorrect, document the Candidate/Contact Note and issue a Call Back Letter. See IRM 25.19.1.5.1 for further details.

  7. Document the call according to the Outbound Call Result Guide and leave the case 'Open'. Next business day, monitor the case queue to verify that the case is closed. If not, call the participant again.

  8. Remember, before making a call, check for an Authorized Contact on the account.

  9. If there is an Authorized Contact and that person is unavailable, issue a Call Back Letter.

  10. If an Authorized Contact is available, ask the required authentication questions before discussing the account/HCTC issue. See IRM 25.19.2.1 and 25.19.2.2.3 below for Authentication procedures and references.

  11. If the participant/representative is unable to answer authentication questions and/or you are not sure if the person is authorized to discuss the case, terminate the call, and refer the case/issue to your Team Leader.

25.19.2.8.3  (09-01-2008)
Participant Authentication

  1. Use the information on the account to authenticate the person to whom you are speaking.

  2. After identifying yourself and confirming that you are speaking to the intended contact or representative, proceed with the open issue. See IRM 25.19.2.1 for Authentication procedures and references.

25.19.2.8.4  (09-01-2008)
Case Resolution

  1. Use available information, HCTC System, and any information obtained to resolve a case, inquiry, request.

  2. Document resolution in the Case Summary and all required reports.

  3. Follow-up and close all open issues. For example, if there is a request to cancel the registration based on the resolution, or a request for re-registration, resolve the matter.

25.19.2.9  (09-01-2008)
Incoming Correspondence

  1. The following section provides instructions on how to handle incoming correspondence .

  2. Send all incoming HCTC mail to the Customer Contact Center (CCC) Waterloo, Iowa.

  3. Any mail received by Peoria, Illinois must be immediately forwarded to the Waterloo, Iowa. Follow the steps on the list for handling inbound mail.

  4. Waterloo Mail Clerk picks up HCTC mail from the Post Office each morning and delivers it to the CCC mail room. The mail is sorted to ensure it is addressed to the HCTC Program - any mail without an HCTC Program address is processed in accordance with procedures detailed in Misdirected Mail.

  5. All Mail Clerks/Program Coordinators (PC) are to carefully inspect all mail for any obvious signs of tampering (e.g., unopened envelopes, strange labels, unusual weight, strange smell, powdery substance, hazardous materials).

  6. If any sign of tampering is observed, refer to the appropriate procedures in the Emergency Action Plan, See IRM 25.19.2.4.

  7. If there are no signs of tampering, open the envelopes, determine if contents are safe, and forward to the appropriate representative/office.

  8. Staple each envelope to the back of incoming correspondence.

    Note:

    Wear latex gloves while handling all incoming mail at all times. Pay close attention to each piece of mail.

25.19.2.9.1  (09-01-2008)
Mail Sorting

  1. Sort mail into four (4) standard categories according to the contents of the envelope:

    • Invoices, COBRA Election Letters, & Excepted Benefits Letters (Health Plan Verification Documents)

    • Registration Forms (including Invoices, COBRA Election Letters, and other supporting documentation)

    • Powers of Attorney

    • General Correspondence (all other mail)

  2. Open all written correspondence at Waterloo CCC.

  3. If the written correspondence can be answered by forwarding an HCTC Brochure, send the brochure immediately.

  4. If a brochure will not resolve the issue, create a case and refer to the appropriate representative or office for resolution.

  5. If Waterloo CCC receives any Misdirected Payments, Misdirected Mail, Misdirected IRS Tax Forms, or Undeliverable/Returned Mail (RTS), treat as Mail Exception. Immediately forward mail to the appropriate office. See procedures for exceptions below.

25.19.2.9.2  (09-01-2008)
Mail Tracking & Distribution

  1. HCTC Program Coordinator (PC) records all incoming mail and distribution pattern of mail to ensure accurate handling, filing, and prompt response time for all applications and inquiries.

  2. Once sorted into the appropriate categories, begin tracking and distribution process.

  3. Stamp a Document Locator Number (DLN) on each document within each of the four (4) categories.

    Note:

    DLN is comprised of a date and sequential six (6) digit number.

    Note:

    Invoices received with an accompanying Registration Form are stamped with the same DLN to ensure the documents stay together.

  4. Bind 25 documents per category.

  5. Document incoming mail (by bundles) on a spreadsheet. The spreadsheet contains the date, beginning sequential number, ending sequential number, and total number of incoming mail articles in each category.

  6. Assign one (1) bundle at a time to the responsible CSR.

  7. Assign each bundle a tracking sheet to fill out as mail is entered into the system. The tracking sheet must include the DLNs, the start and end time (to track processing time per document).

  8. Place in appropriate box when finished.

  9. Return all bundles to the Program Coordinator to verify that all items have been returned (marking Bundle Returned).

  10. Incomplete bundles, during a shift, must be returned to the PC.

  11. Incomplete bundles must be stored securely.

  12. Resolve each case/issue within a bundle within 48 hours. If an issue must be referred to another CSR or Team Leader for resolution, refer the case/issue immediately.

25.19.2.9.3  (09-01-2008)
Mail Retention

  1. Based on IRS regulations, all incoming mail must be retained for 7 years.

  2. Waterloo CCC must retain all incoming correspondence on site (at place work is completed) for 2 years.

  3. After 2 years, the files may be moved off-site to a secure facility.

  4. Within the original 2 years, the CCC is required to ensure timely retrieval of any mail within 3-4 hours. For any items stored off-site, the CCC ensures that the retrieval time of any mail file does not exceed 2 weeks.

  5. All mail is filed in a secure file cabinet inside locked mail room or office.

  6. All correspondence must contain a Document Locator Number (DLN).

25.19.2.10  (09-01-2008)
Emergency Actions

  1. The following sections provide guidelines for safety and security while in the office.

25.19.2.10.1  (09-01-2008)
Bribery Attempts

  1. Attempts to bribe employees are flagrant attacks on the integrity of an employee. You must be perceptive and alert to such overtures and take the following action if bribery offers are received:

    1. Avoid any statement or implication that you will or will not accept the bribe.

    2. Avoid unnecessary discussions of the matter with anyone.

    3. Attempt to hold the matter in abeyance.

    4. Report the matter IMMEDIATELY to your Team Leader/Supervisor.

25.19.2.10.2  (09-01-2008)
Assault/Threat Incidents

  1. If you receive a threat via telephone, avoid making confrontational statements to the caller.

    1. Ask the caller to clarify vague statements.

    2. Have someone else (preferably your manager) listen to the call in order to corroborate statements made.

    3. Do not remain on line if caller is verbally abusive, whether a threat is made or not. Tell the caller that you are terminating the call and then hang up!

  2. If possible, document the following information:

    • Caller's/taxpayer's name

    • SSN, TIN, and account number

    • Time of call

    • Origin of call, if possible

    • Statements made by caller

    • Any other general information to aid management

  3. When a threat is received, the following procedure should be followed:

    1. Get your co-worker/manager's attention. Raise the EMERGENCY FLAGto alert the manager to begin recording the call, if possible.

    2. The recording of the call begins at the Team Leader's desk and management is notified of the emergency situation at your station.

    3. A manager/Team Leader will monitor the call to assess the gravity of the situation.

    4. Once an emergency situation is confirmed, the manager/Team Leader will acknowledge to you that he/she is aware of situation.

    5. By recording the call, a cassette tape is created and logged.

    6. The recorded call is made available to the appropriate officials, along with a written report.

25.19.2.10.3  (09-01-2008)
Reporting Assault/Threat Incidents

  1. Immediately report any assaults, threats or forcible interference (actual force, threat of force, or physical intimidation) made against you in the course of your official duties.

  2. You must report each incident to your manager. Your manager will follow up on these actions.

  3. If an incoming call is not a local call, the threat may be against an employee, or employees in another office where the caller resides. You must report the threat to the nearest Treasury Inspector General for Tax Administration (TIGTA) Office. (See Bomb Threats in IRM 21.1.3.10.7).

  4. You must report every incident no matter how insignificant it appears. The local police department will determine what action, if any, is needed.

  5. If you receive a written threat, do not contact the sender. Refer the threat to your Team Leader/Supervisor.

25.19.2.10.4  (09-01-2008)
Significant Incidents

  1. Sensitive or high profile episodes are considered "significant incidents."

  2. Significant incidents include, but are not limited, to:

    • Arson/Fires

    • Bombings

    • Bomb Threats

    • Demonstrations directed at IRS or which disrupt IRS activities

    • Suspicious packages resulting in site evacuation and/or notification of local authorities

  3. Should you become aware of these situations because you receive the threat in person or on the phone, first remove yourself from the threatened area, and then notify appropriate personnel.

25.19.2.10.5  (09-01-2008)
Bomb Threats

  1. A calm response to a bomb threat (a call, a visitor, or correspondence) may result in obtaining additional information and may be essential in preventing loss of lives and/or property. Follow the instructions below as they apply to your functional responsibilities.

  2. When you receive a bomb threat over the telephone:

    1. Keep caller on the line as long as possible. If possible, ask him/her to repeat the message.

    2. Get the attention of a co-worker/manager.

    3. Raise the EMERGENCY FLAG to notify the manager/Team Leader to begin recording the call, if possible.

    4. DO NOT hang up after caller is off the line.

    5. If caller does not indicate location or time of possible detonation, ask him/her for this information. Since calls are transferred, it is extremely important to try to ascertain the caller’s physical location and which facility (city, state, specific building/floor, or function, etc.) is threatened.

    6. Inform the caller that the building is occupied and detonation of bomb could result in death of, or serious injury to, many innocent people.

    7. Listen closely to the voice (male/female), voice quality (calm/excited), accents, and speech impediments.

    8. Pay particular attention to background noises such as motors running, music playing, and any other noise which may give a clue to caller’s location.

  3. You must immediately report a bomb threat to your Team Leader/Manager, who will notify the proper authorities. If the bomb threat concerns another HCTC CCC Office, IRS, or business office, make every attempt to contact the office who has jurisdiction over the threatened office/building.

    1. Remain available. You may be interviewed later.

    2. Retain written documentation/notes as evidence.

  4. Each CCC Office must determine the most efficient method of ensuring that employees are evacuated from the building. Coordinate the method of evacuation with your local Police/Fire Department or TIGTA Office before you are faced with this situation. For additional information, see IRM 21.1.3.

25.19.2.10.6  (09-01-2008)
System Failure (Downtime) Procedures

  1. Determine if the problem is with the HCTC System or the entire office. The Team Leader must contact the Help Desk technicians.

  2. If the entire location is experiencing problems, follow the Downtime Procedures located in the HCTC Business Continuity Plan.

25.19.2.11  (09-01-2008)
Request for Specific Employee

  1. A caller may ask to speak to a specific employee who previously handled their inquiry. If so, follow these instructions.

  2. The caller may provide the name of the person with whom he/she had contact and indicate that he/she needs to discuss the account with that person. Do not confirm/give the caller or representative the name or phone number of any employee (e.g., CSR, Team Leader, Manager, etc.).

  3. Make every effort to resolve the caller's issue yourself. Encourage the caller to allow you to research his/her account.

  4. If caller still insists on speaking to other specific employee, refer to your manager or prepare a case.

25.19.2.12  (09-01-2008)
Caller Complaints/Compliments

  1. The following contains instructions for handling complaints. Resolve, if possible, caller complaints about program issues. If unable to resolve the issue, transfer the call to a Team Leader for assistance. If the Team Leader is still unable to resolve the issue, the issue is escalated as a Case.

  2. A caller's complaints about an individual employees is captured in the HCTC l System and potentially escalated as a Case.

  3. Transfer caller compliments (calls or correspondence) of HCTC or individual employees to a Team Leader. Document the compliment as an Activity in the HCTC System.

  4. Always express appreciation/thanks to anyone who compliments you or the HCTC Program.

25.19.2.13  (09-01-2008)
Quality Assurance - Call Monitoring

  1. The Customer Contact Center (CCC) represents the IRS HCTC Program. It is essential that the CCC provide quality customer service.

  2. All Inbound Calls are answered with an additional announcement that states, "Your call may be monitored or recorded for quality purposes" .

  3. Quality Assurance activities are part of normal, daily CCC operations. Quality Assurance activities include, but are not limited to, the following:

    1. 100% Registration Checks: Complete an accurate registration. All registrations received either via telephone or mail are quality reviewed by Team Lead.

    2. Call Monitoring: Telephone conversations are or may be monitored to ensure quality service. See HCTC Call Monitoring Expectations Chart for detailed Quality Assurance criteria.

    3. All CSRs have a minimum number of calls, registrations, and invoices monitored and scored each month. Any issues identified during a monitored call are addressed with the CSR through coaching and training. If trends for misinformation are identified across multiple CSRs, formal training takes place.

    4. The call recording, monitoring, and scoring are conducted by a Quality Assurance Analyst, Team Leader or Trainer.

    5. To ensure consistency in Call Monitoring, Calibration Calls are held twice per month.

  4. Feedback to CSRs is delivered by the same person who recorded, monitored, and scored his/her call; a Quality Assurance Analyst, Team Leader, or Trainer. Feedback is returned in a timely manner.

25.19.2.14  (09-01-2008)
Case Management

  1. A Case Manager (CM) monitors and reviews each case for completeness and accuracy. If the CM verifies that the case can not be resolved using existing materials (such as a job aid or user guide), then forward the case to the appropriate team/person for resolution. See HCTC Siebel System User Guide 304: Case Management.

    Note:

    Always assign cases to the designated Owner Group. Case Managers and users from other functional area teams assign Owner Groups based upon the type of case and issue, as documented in the Case Summary.

    Note:

    Use abbreviations and be concise.

25.19.2.15  (09-01-2008)
Promotional Communications

  1. The HCTC Program sponsors various marketing events that potentially may effect the CCC.

  2. The general/local media and other stakeholders (e.g., Pension Benefit Guaranty Corporation, State Workforce Agencies, Trade Adjustment Assistance) also promote the program through direct mail and meetings.

  3. Promotional events can effect the CCC in various ways; call volumes may increase, demographics of the callers or the types of callers might change.

  4. To prepare for a change in call volumes or inventory, an Event Notification is issued. FAQs or Job Aids are also issued if needed.


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