Identifying the Roles of Response Support Systems 1. Centralized Communication Hub: • Ensures a rapidly evolving situation is met with reliable, consistent, and up-to-date information for all parties involved. 2. Digital Web-Interface Platform and Data System: • Allows for the intake and storage of data in an organized manner • Automates tasks involved with the prioritization, review, and approval of those seeking assistance, allowing for the ability to respond quickly and efficiently to the need
A contact center primarily serves as a centralized communication hub. In times of stress, reaching a human being on the other end of a phone is an important way to assuage fear, promote calm, and ensure clear instructions between the responder and the survivor. The ability to identify and coordinate issues and their resolutions requires a contact center employee to comprehensively navigate a data system, and ensure that the issue is correctly identified, any necessary corrections are made, and all actions are taken to process the delivery of aid efficiently. A contact center is most effective when using a system familiar to employees, which shares and combines interaction data with platform processes, and allows for complete data visibility to all necessary parties. A cloud-based digital web-interface platform and data system is a software solution designed to streamline the collection of data and facilitate the assistance distribution process. This system will automate and organize processes such as application intake, the review and approval of applications, compliance tracking, risk monitoring and generative reporting. Centralized data collection allows administrators to see need and delivery trends in real time, identify priority populations, facilitate detailed risk management reports, and log important communications and messaging histories for those contact center employees interacting with the platform. Cost-Savings and Labor Optimization of Response Reducing variable costs is a function of being able to scale workflow processes and route issues effectively. Complex issues and complaints exert undue pressure on response program processes and are typically not accounted for in program workflow timelines and budgets. As such, when these issues are not resolved quickly, redundancies and duplications of effort that occur when data access or updates are delayed, become a burden for program staff, and hinder the delivery of timely aid. Contact center staff are at the forefront of complex issue resolution, and these issues are a major driver of excess variable costs. By empowering these staff members with live data access, clear visibility into case history, and a familiar interface
3 TB Customer Relations | Call Center and Digital Interface Synergies
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