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YoungWilliams, the call center contractor that was  with the Missouri Department of Social Services, has submitted its corrective action plan to address long wait times and busy signals incurred by Missourians seeking help with Medicaid and food stamp benefits.Earlier this month,  found that many Missourians are spending more time on the phone trying to receive help from the company鈥檚 call center in Jefferson City.The same investigation also found that the call center鈥檚 hold queue, which exceeded six minutes since the month of February, was in violation of the four-year contract it signed with the state, which took effect in January 2012. That average hit 13.5 minutes in July.A month after the Post-Dispatch <a href=http://capstone.edu.sg/images/guccioutlet.onlinesalecc.php>Gucci Outlet Store</a> began its inquiry into the call center, the Department of Social Services  to YoungWilliams, dated Aug. 28, that gave company president Robert Wells five business days to file a corrective action plan to address 鈥渟ignificant concerns鈥?that the department had with the call center, or risk losing 10 percent of its next monthly payment.In its response, dated Sept. 5, YoungWilliams, based in Jackson, Miss., proposed multiple remedies.In the letter, Wells said call volumes increased substantially between March and July, coinciding with longer call times, which led to the increased hold queue time.Wells blamed the longer call times on the state, which brought three additional computer systems online in March that call 锘縞enter staffers now have to update and check when addressing callers. The part of the contract that outlines the functions for the call center was originally two pages when it was signed, according to the letter. Now that same section of the contract has expanded to more than 350 pages, according to the letter.YoungWilliams promises to increase the number of call center staffers dealing with income maintenance calls; however, it does not say how many it plans to add. YoungWilliams previously told the Post-Dispatch that it planned to add 17 <a href=http://www.alportico.net/gosoc.php> true religion outlet</a> staffers.The company will also be rolling out a call-back system, in which callers can leave their phone numbers and stay in 鈥渓ine鈥?without having to stay on the phone and save 鈥渧aluable鈥?cellphone minutes, according to the letter. Once the caller鈥檚 phone number reaches the front of the line, he or she will receive a call back.The contractor will also amend its policy for talking with a supervisor. Typically, a call center staffer stays on the line when a caller talks to a supervisor.This will end with the creation of a supervisor queue (or hold line) so staffers can move on to serve the next caller.The call center will also add options to better sort callers. For example, there will now be two additional options callers can select if they are non-English speakers and if they have yet to receive a response from a previous request, according to the letter.To address absenteeism and turnover rates at the Jefferson City call center, YoungWilliams will provide a bonus plan for staffers, in addition to reviewing call center scripts to make sure they are 鈥渋n line鈥?with the <a href=http://www.avanttravel.com/michaelkorssonline.php>Michael Kors uk</a> contract. If approved by the department, YoungWilliams expects to have the hold queue back under six minutes within eight weeks.As for the busy signals, YoungWilliams plans to add 20 phones, bringing the total to 434.鈥淥ur relationship with the Department is of the utmost importance. We will take every action to ensure that these setbacks are resolved to the Department鈥檚 satisfaction,鈥?Wells wrote in the letter.According to the letter, the state must approve the corrective action plan and can propose changes.The Department of Social Services is currently reviewing the plan, said spokeswoman Rebecca Woelfel.
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