Department of Health and Human Services

Upgrade the Contact Representative (TSR) job

Provide the TSRs with more job knowledge and/or skills so they can service the general public more efficiently. The number one complaint received regarding poor customer service on SSA’s National 800 Number is “the TSRs are not knowledgeable enough to service them, thus having to refer the call to the Field Office for assistance. Upgrading the TSR’s job will:

• Allow the National 800 Number to become a 1st call resolution center

• Decrease telephone calls and referrals to the Field Offices; which saves the Agency money on SSA’s National 800 Number call usage

• Decreases the number of repeat calls regarding the same issue; which also saves the Agency money on SSA’s National 800 Number call usage

• Increase the customer satisfaction rating for SSA’s National 800 Number

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Idea No. 16485