Synergies in Data Security and Risk Management Risk trends within a response program are identified and mitigated faster when analyzing complete, real-time data sets, both from an automated portal interaction and live-agent support quality review perspective. This synergy improves reaction times to risk trends, which are key to prohibiting Fraud, Waste, and Abuse (FWA). Increased FWA activity in disaster assistance programs highlights the need to consolidate all data around documentation, interaction, and response processes to ensure risks are appropriately monitored. Allowing live data to be dynamically shared between a contact center and a digital platform provides visibility into trends in complaint resolution, type, and needed actions. By providing response managers with clear insight into evolving program needs, a fully integrated data system improves the overall efficiency of response and delivery of aid to those in need. with which to interact, the time to close complex complaints and resolve issues is minimized and cost efficiencies are realized.
The following are real-world examples where a dual-faceted contact center and digital platform requires a real-time and well-organized technology foundation:
1. The effect of delays in issue/complaint resolution: • People with outstanding issues tend to file repeated complaints, and outreach intensifies the longer a resolution is delayed or goes without a human interaction. • An influx of repeated support requests overwhelms staff and deflects from newly submitted and time-sensitive issues. • Resolutions are increasingly delayed at a time when they are needed most, further accelerating the dynamic of stress applied to system processes. • This compounding effect can lead to unforeseen consequences which present themselves in other areas of administration. 2. When time and cost sensitive data collection or verification needs arise, it challenges a response plan, impeding the scaling of direct outbound contact, coordinated with an accessible digital
interface platform to provide up-to-date and accurate information. • Contact Center passes tailored instructions via a human being to a person in need. • Data system analyzes cross program datapoints to identify population and provide contact information efficiently. Examples of processes that experience unique issues: • Compliance resolutions and document verification. • Evacuations and other sudden changes in messaging and survivor instructions. 3. Linking a contact center and data/portal system allows for faster resolution times, and means fewer minor issues that develop into major escalations. This is made possible by both the case worker and direct point of contact having full visibility into a survivor’s status, eligibility requirements, and expected next steps with which to inform applicants and move issues to resolution in real-time.
4 TB Customer Relations | Call Center and Digital Interface Synergies
Powered by FlippingBook