Why is this measure important?
- PIO strives to make it easy for customers to engage with the County in a variety of languages. After English, Spanish is the second most spoken language in the County.
Factors contributing to current performance
- Initial prompt for the welcome message for Spanish speaking caller to route a Spanish queue were directed to in-house Spanish speaking CSRs.
- Use Voiance (contracted for language translation) to patch Spanish speaking translators on a call.
- Hired two new Customer Service Representatives (CSRs) who are Spanish speakers.
Factors restricting performance improvement
- Callers not pressing the prompt for a Spanish speaking CSR may have to wait for a language line translator. Within an actual service request, there is a language drop down field, manually adjusted. As it isn't a mandatory field, some reps may overlook this, thus impacting actual numbers.
Performance improvement plan
- Have more resource materials in Spanish and other foreign languages on line.
- Continue, as a training practice, to remind CSRs to use the language preference field when creating SRs.