STAR OVER BASELINE FINAL ASSESSORS.PPTX
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STAR Contact Center Over Baseline Requests
FY
2025
STAFFING & SUPPORT
COST
3 Phone Representatives
$185,000
2 Specialists & 1 Coordinator
$243,000
Workforce Management Solution
$55,000 (one-time)
$53,000 (ongoing)
Association Membership
$3,000
TECHNOLOGY & TOOLS
COST
Salesforce Tech Support
$6,000
Laptops & Docking Stations
$6,000
ELECTIONS STAFFING &
SUPPORT
COST
70 Temporary Representatives
$850,000
Technology &
Equipment
$63,000
Stay Bonus
$25,000
RELOCATION NEEDS
COST
Furniture
$22,000
Infrastructure Upgrade
$45,000
GENERAL FUND
$618,000
ELE1
$938,000
Additional Staffing and Support
3 Phone Reps
Workforce Management
Specialist & Solution
Help address year-over-year increase
in:
•
Customer base
•
Call load/complexity
•
Turnover to other County depts.
Ø 30% annually
New position and resource to support ongoing effort
to improve callers’ experience by:
•
Managing incoming calls in real-time to maximize
service levels & mitigate abandon rates
•
Forecasting call volume to leverage staff accordingly
•
Optimizing and automating scheduling and
performance management
•
Providing time and attendance tracking
•
Producing reporting and analytics
Additional Staffing and Support
Cont.
Quality Assurance Specialist
Asst. Training
Coordinator
New position to support ongoing effort to
improve customer service by:
•
Evaluating incoming calls to grade quality level
•
Providing feedback to leadership for coaching and
development
Closes inconsistent gaps in training for
existing team due to frequent onboarding &
high Trainer-to-Rep ratio
Achieves Contact Center industry standard
ratio
Call Center Network Group
Membership
Industry-leading organization that provides support and insight for best practices in:
•
Call center leadership
•
Technology
•
Processes/systems
Technology and Tools
• Launched Salesforce in April 2023
• Future enhancements to application and
programming needs
SalesForce Professional
Services
• Two laptops and docking stations
• Enable work-from-home access for
Quality Assurance and Workforce
Management specialists
Equipment
• Facility upgrade needs include a sound
masking system to aid in noise reduction
Relocation Needs
• Moved to Santa Fe building in November
• Furniture needs include training tables and
chairs
Elections Staffing and Associated Costs
• Captures and
reports on call types
• Memorializes
interaction details
SalesForc
e
licensing
• 20 monitors,
keyboards, mice,
and UPS units
Computer
equipment
• Rewarded at end
of assignment
Stay
bonus
70 Temporary Call Representatives
Support Primary and General Elections from July 15 – Nov. 15
ELE1 Budget Items
PURPOSE
ONE-TIME COST
ONGOING
COST
Staffing & Support
$55,000
$484,000
Technology & Tools
$6,000
$6,000
Relocation Needs
$67,000
TOTAL
$128,000
$490,000
General Fund Request Recap
TOTAL NEEDED FOR FY 2025
$618,000
PURPOSE
ONE-TIME COST
Temporary Staffing
$850,000
Technology & Equipment
$63,000
Stay Bonus
$25,000
TOTAL
$938,000
ELE1 Fund Request Recap
TOTAL NEEDED FOR FY
2025
$938,000
Thank You