The Customer Service Business Process Optimization Project aimed at improving customer service business processes involving a comprehensive evaluation of the various operational aspects within the customer service department at OTA. During this audit process, our main objective was to identify potential areas for improvement in workflows, service delivery, and customer experience taking in consideration best practices. Our team was focused on streamlining processes, increasing efficiency, and achieving higher customer satisfaction for OTA.

AUDIT TASKS PERFORMED

TRAINING TASKS PERFORMED

  • Call Center Operations Violations Processing

  • Retail Network

  • Toll Rate Validation

  • Vehicle Classification

  • Tag Read Validation

  • Image Capture Analysis

  • Optical Character Recognition (OCR)

  • Hardware Configuration

  • Interface Control Document

  • Transaction Files

  • Time Synchronization

  • Evaluation Survey

  • Content Creation

  • Planning

  • Learning Management System Development and Implementation

Milligan provided OTA with a review and analysis of various customer service interfaces, tools, and workflows to support the Office of Customer Service’s consolidation of customer contact functions. This included auditing the IVR system’s performance, usability, and effectiveness. We tested IVR functionality, including menu options, prompts, call routing, and self-service features. We also reviewed how the IVR accurately responds to caller inputs and how well it guides callers to their intended destination.

To increase productivity and improve time management, our team helped streamline the Oklahoma Turnpike Authority’s training program in parallel with connecting with their overall business goals. Our team created a training evaluation survey to help measure the effectiveness of the new hire training program, make improvements, and plan future training around the feedback. Our team implemented a learning management system to assist employees in furthering their OTA education and to give them an opportunity to build new skills.

Additionally, we conducted a time management audit that analyzed how employee time is allocated across various tasks and activities. We provided a Staff Analysis Report proposing strategies for improving time management skills and productivity, staffing workload, and transaction resolution efficiency.

Our team’s contribution to the project was essential to its success, ensuring that all aspects of the contract were met and the vendor’s performance was up to the required standards.