"I can get on with my life instead of waiting on hold!" That's what our CalFresh and MediCal ongoing clients will be saying now that the Benefit Service Center (BSC) Integrated Voice Response Server (IVR) has gone online.
After months of planning and with many hands involved in bringing it to fruition, we are excited to announce that our new IVR server and software are installed and operational at the BSC.
Our callers are now informed right up front regarding their estimated wait time, and provided the option to receive an automated call back without losing their place in line.
For our callers who choose to stay on hold, we've included useful information about accessing their case online using My Benefits CalWIN, and the availability of the CalWIN mobile app for smartphone users.
The IVR also improves the handling of calls originating from the District Office lobby phones by offering language and program selections so calls are routed correctly and offer the call back option, which we believe will minimize long lines to wait to use these phones.
We've established a brand-new worker-to-worker line, extension 5899, and discarded extension 1595, as it had been inappropriately used and given out to clients. The new worker-to-worker line preserves direct access to BSC staff and cannot be dialed from outside.
We are hearing many good reports from staff: callers are very pleased to be able to register for a call back, and have expressed their surprise and approval at receiving a call back from a live person.
For our staff, not much changed on their end to answer calls, other than learning how to respond to the initiation of an automated callback---but the improved experience of assisting callers with their needs instead of diffusing annoyance and stress due to long wait times is a very nice change.