|
Knowledge is Infinite IN THIS ISSUEThe full newsletter (7.6 MB) is also available as a PDF file for downloading, viewing, and printing.
|
NLE's ONE-STOP REFERENCE SERVICE GETS A TECHNOLOGY BOOST
by E. Stephen Hunt
Toll-Free Number
The National Library of Education's (NLE's) one-stop reference service for education information includes a toll-free telephone number, 1-800-424-1616. The NLE toll-free number is one of the busiest library call centers in the Federal government, handling an average of 200-300 calls per day. Several recent improvements to the 800 number two service will make it a more efficient and customer-friendly operation.
NLE has now installed the first phase of a complete upgrade for its 800 number service, including a state-of-the art Teloquent automated call center system and a customized Lotus Notes software package for customer service data processing. The new systems can handle most forseeable reference call needs, with a capacity to route over 200 calls simultaneously through approximately 80 separate operators.
Teloquent Phone System
The Teloquent ISDN phone system is supported by two powerful dedicated servers that perform automatic call distribution (ACD) and voice system modulation (VSM). ACD intercepts an incoming call if all lines are busy an automatically queues it in the order received. The caller is informed of how long he or she can expect to be "on queue" and of a menu of options. Selecting any of the options results in an instantaneous call switch to a preset location without the caller having to redial or wait for an operator. VSM controls the tone modulation of the call line to ensure a clear connection and permit call monitoring. Data on call volume, call origin, and how the call is processed are recorded automatically and continuously. NLE staff are able to log on to the system from their desks for the period they are scheduled to be on call; when they log off the phone set operates like a regular ISDN telephone.
Lotus Notes
NLE's Lotus software application is installed on the desktop computers of reference services staff and permits them to record customer data and how the customer was served while they are on the telephone with a caller. Staff also have a "Frequently Asked Questions" (FAQ) feature that allows them to enter and share answers they have given to customer inquiries. The FAQ feature can potentially save a great deal of time and frustration in responding to special requests.
In developing these upgrades NLE closely examined call center operations at other federal libraries and agencies as well as the missions and functions of the various main 800 numbers within the Department. The 800 number system of the ERIC program were also examined and will become part of the new NLE menu of caller options.
Staff Training
Staff are now being trained to operate the systems. Several refinements are already being planned including an improved TTY service for hearing impaired customers, more Teloquent telephone sets for other NLE staff, more sophisticated caller options, and links to other information providers.
ONE PUBS PROJECT
by Judy Craig
The National Library of Education in collaboration with the U.S. Department of Education and the Office of Educational Research and Improvement (OERI) are developing a one-stop information products service called, "One Pubs."
This service center will be responsible for distributing ED's publications and other products such as brochures, CD-ROMs, video tapes, and posters from the entire department. The purpose of this new center is to support principal offices within ED by providing a full range of mail management, storage, ordering, and distribution services. The Department and our customers' needs will be served more efficiently by streamlining the Department's distribution process.
Key features of the "One Pubs" will be a toll free number from which customers can request ED publications or information products, a searchable database containing ED's informational products, a state-of-the-art inventory system, publications storage, referral capabilities, enhanced mailing list capacity, and bulk distribution. The emphasis will be placed on "one stop shopping" where most requests would be answered through one telephone call, within a specified period of time, for maximum customer service. The performance based contract requires that the contractor will provide ED clear, concise monthly reports summarizing product volume by each principal office.
The focus of "One Pubs" is clearly on customer service, overall efficiency, and cost savings. A cross agency team is working with the NLE on transitional issues. The new project is expected to be operational by January of 1998.
For more information, contact Jim Clemmens, NLE, at 219-2068.