Customer Care Team Drives Major Service Improvements

The GVRA Customer Care team has reached a significant milestone in enhancing service and operational efficiency, delivering faster and more reliable support to individuals seeking assistance.

As the central hub connecting individuals with disabilities to vocational rehabilitation services and other critical programs statewide, the GVRA Call Center plays a vital role in ensuring customers receive the help they need. They manage the agency's calls, web inquiries, emails, and voicemails on a daily basis.

Recently, the team completed a departmental reset led by Supervisor Marica Viera, implementing a series of process improvements designed to strengthen performance metrics. By refining call routing, enhancing staff training, and improving access to information, the team was able to reduce wait times and create a more seamless customer experience.

The impact of these changes has been impressive:

• Average Speed of Answer (ASA) decreased from 13 seconds to just 4 seconds within one week
• Call abandonment rate dropped to 2%, representing a 50% reduction
• Longest wait time was reduced from 5 minutes to 2.5 minutes
• Average Handle Time decreased by 1 minute

Beyond the metrics, the changes have created a more efficient and responsive environment for both customers and staff. The team is better equipped to assist callers, and workflows are more streamlined across the board.

This success reflects the staff’s commitment to continuous improvement and to delivering high-quality service to the individuals and communities GVRA supports every day.