Davis Vision's Call Center Capabilities
Our Call Center utilizes state-of-the-art call routing and distribution
systems which support the following capabilities:
 |
• |
Intelligent routing by Member
Service Representative (MSR) skill level, group priority
rating or challenge classification. |
| • |
Real-time monitoring of MSRs, skills
and call volume. |
| • |
Dynamic system adjustments. |
| • |
Remote service observation and recording. |
| • |
Routing based on Automatic Number
Identification (ANI). |
| • |
Transfers to alternate locations. |
Service Standards
Davis Vision's Call Center processes and systems enable us to maintain
the highest service standards by continually measuring:
| Volume |
| • |
Average Speed to Answer (ASA) |
| • |
Abandonment Rate |
| • |
Occupancy Rate |
| • |
Calls by Skill |
|
| Quality |
| • |
Silent Monitoring |
| • |
One on One Coaching |
| • |
Satisfaction Surveys |
| • |
E-Mail Turnaround Time |
|
Quality Assurance
Davis Vision's Call Center Quality Assurance Program utilizes a
two-tier service observation approach:
| Tier
One Monitoring |
| • |
Greeting |
| • |
Accuracy/Knowledge |
| • |
Listening Skills |
| • |
Voice/Speech |
|
| • |
Professionalism |
| • |
Confidence |
| • |
Follow-Through |
| • |
Weekly Feedback Provided |
|
|
| Tier
Two Monitoring |
| • |
Focused monitoring for those associates
requiring additional support |
| • |
In-depth assessment of opportunity areas
and action planning |
|
 |
Call Center Hours of Operation
|
• 8:00 a.m. to 11:00
p.m., Monday-Friday - ET
• 9:00 a.m. to 4:00 p.m., Saturday - ET
• 12:00 noon to 4:00 p.m., Sunday - ET |
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