Service Excellence Chancellor’s Front Desk Support Excellence Award Nomination

RESPECTFUL, ACCESSIBLE, INFORMED, SUPPORTIVE, AND TECHNOLOGICAL ENHANCEMENT

The University System of Georgia (USG) Shared Service Center (SSC) Customer Support Teamgoes “ALL OUT” for 2015 Benefits Open Enrollment.

Benefits Open Enrollment (OE)period is typically two extremely busy weeks for theUniversity System of Georgiacalendar year, as health and welfare plans are offered and rolled out to its benefits eligible employeesand retirees.The SSC plays an integral role in assisting this population as they make their annual benefits elections and complete their enrollment selections.

INFORMED

To prepare for the influx of customer questions and contacts related to OE 2015, the SSCworked closely with the BOR’s HR Team to stay informed of new benefit options, programs and upcoming changes for employees and retirees. Open Enrollment webinars, presentations, and training sessions were held within the SSC to refresh and learn the new options and plans available for USG employees. Several former SSC Customer Support Associates, who now hold other positions within the SSC, dusted off their Call Center telephone headsets and were able to assist the front lines to provide added support for incoming calls.

SSC staff attended institutions’ benefits fairs, retiree events and other meetings to further their knowledge and to support the institutions by addressing questions in person. SSC staff was able to enroll retirees into their benefits selections while visiting their campuses, which eliminated the task of retirees having to enter their elections themselves.

ACCESSIBLE/SUPPORTIVE

In addition to visiting institutions during their benefits fairs, the SSC implemented extended operation hours during OE 2015, with Customer Support Associates and Subject Matter Experts being available from 7:30 AM – 6:00 PM and Saturday hours from 9:00 AM – 1:00 PM. The last two days of OE 2015, the SSC stayed open until 8:00 PM to assist employees and retirees. “After having spent six hours trying to complete my 2015 benefits enrollment on line without success, I am very pleased that my Worksheet stated that I could phone the SSC for help. The Associate I spoke with was SUPERB in assisting me,” said a Georgia State University Retiree.

With a staff of 44 employees supporting 27 of the USG’s 30 institution, the SSC answered more than 7,000 questions by email and/or telephone during the two weeks of OE 2015. This increase in customer contacts was in addition to the average 4,000 contacts the SSC receives each month.Phone calls were answered within an average of 19 seconds, which was a 63% decrease in hold time from OE 2014. Tobacco Certifications and other OE related forms from retirees were entered for those electing to mail their documents to the SSC. Many retirees called the SSC for assistance in entering their benefit elections. For those retirees needing assistance to enter their elections, or those that did not have computer access, a SSC Associate entered their elections directly into the system on their behalf. OneBainbridge College Retiree said, “Thank you for having this resource. Iwould like to be able to access my ADP portal more easily. However, the good part of my not being able to is that I had the opportunity to interact with a very pleasant professional who has a gift of calmness and knows fine details. Electronics can't replace wonderful human interaction”.

RESPECTFUL

The SSC values the views and opinions of their customers and is committed to exceeding their expectations through superior performance. Customer feedback is an important aspect to understanding those expectations. The SSC follows up with an electronic Customer Satisfaction Survey for inquiries received. During OE 2015, customer responses completed at the conclusion of their service revealed a 97% Very Satisfied/Satisfied rating. One such comment from a Georgia State University employee reflected, “I was totally touched with the concern that the customer support associate expressed regarding my questions, as well as their knowledge and help. I felt very cared for. Questions were quickly and easily answered.”

The employees of the University System of Georgia’s Shared Services Center are dedicated and knowledgeable and truly care about the customers they support. The SSC staff demonstrated their commitment to excellence during the 2015 Open Enrollment by providing exceptional customer service to the USG employees and retirees, staying open for extended hours, training staff members on the changes and additions of the OE plans, and talking with employees and retirees at benefits fairs. This commitment to providing unrivaled customer service is what callers expect when they contact the SSC, and the SSC Staff delivers.

Below are a few additional comments from customer surveys:

The customer service was excellent. I received a prompt reply to my email and I also received a phone call. I did not get my computer access problem resolved but did talk to a person this morning. She entered all my information for my open enrollment and indicated that she would mail a confirmation to me. Lots of companies out there today could take some lessons on customer service from the USG Shared Services Center! Many of them are sadly lacking in customer service skills!

– Valdosta State University

Most pleased with the person I spoke with for login problems. He walked me through every step and

used terms which were very easy to understand.

– Armstrong Atlantic State University

The representative was exceptionally kind and helpful. I rarely encounter this quality of service when I have to call customer service in other organizations or companies, and I'm mighty grateful.

– Valdosta State University