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Georgia Probation Reporting Contact Center -- 2012 CSG Innovations Award Winner

Georgia Probation Reporting Contact Center -- 2012 CSG Innovations Award Winner

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Published by bvoit1895
More than 80,000 probationers are on standard or low-level community supervision in Georgia. Historically, they had to report to their probation office in person. Georgia set up this center to enable these people to use the telephone to report to their probation office and get other help instead of going to a probation office. The contact center uses sophisticated Interactive Voice Response software to route and record most calls. However, 11 trained customer service representatives are available to deal with more complex questions. The contact center has processed more than 400,000 calls since it began operating in 2010. About 300,000 were fully automated. Customer service representatives handled the remaining 100,000. Implementing this contact center reduced the daily cost of supervising the standard level offender population in Georgia from $1.68 to 46 cents per offender. It enabled the department of corrections to reassign 90 probation officers to supervise higher risk offenders. Allowing probationers to report over the phone promotes self-responsibility and positive behavior on their part. And it has significantly reduced the number of offenders in and around probation offices during business hours, which greatly increases staff safety.
More than 80,000 probationers are on standard or low-level community supervision in Georgia. Historically, they had to report to their probation office in person. Georgia set up this center to enable these people to use the telephone to report to their probation office and get other help instead of going to a probation office. The contact center uses sophisticated Interactive Voice Response software to route and record most calls. However, 11 trained customer service representatives are available to deal with more complex questions. The contact center has processed more than 400,000 calls since it began operating in 2010. About 300,000 were fully automated. Customer service representatives handled the remaining 100,000. Implementing this contact center reduced the daily cost of supervising the standard level offender population in Georgia from $1.68 to 46 cents per offender. It enabled the department of corrections to reassign 90 probation officers to supervise higher risk offenders. Allowing probationers to report over the phone promotes self-responsibility and positive behavior on their part. And it has significantly reduced the number of offenders in and around probation offices during business hours, which greatly increases staff safety.

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Published by: bvoit1895 on Dec 05, 2012
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12/08/2013

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