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    Call & visitors centers study : (hours of operation, part-time staffing, retention, and employee satisfaction)

    • File:CPM_Call_and_Visitors_Centers_Study_2013-4-8.pdf
      Description:PDF Document
      MIME type:application/pdf
      File Size:4.066Mb
    Author
    Davis, Ronald C.
    Subject
    South Carolina Public Employee Benefit Authority--Customer services; Call centers--South Carolina
    Description
    The newly created South Carolina Public Employee Benefit Authority consists of the South Carolina Retirement Systems and the state of South Carolina Employee Insurance Division. This project focuses on The SCRS Customer Services Department which consists of the Customer Service Customer Intake Visitors Center and the Customer Service Call Center. The Director of PEBA expressed not wanting the quality of service to our members to diminish; therefore, he asked for research on how other retirement systems' call and visitor centers operate. He wanted to know if PEBA needed to extend the hours of operations, use part-time workers to prevent the possible reduction in services provided, best practices for retention of staff, and data on the work environment for CSCI/CSCC. This CPM project addresses those concerns.
    URI
    http://hdl.handle.net/10827/10459
    Collections
    • Certified Public Manager Projects
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    Date
    2013-04-08
    Metadata
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    Date Accessioned2013-07-08T19:50:52Z
    Date Available2013-07-08T19:50:52Z
    dc.descriptionThe newly created South Carolina Public Employee Benefit Authority consists of the South Carolina Retirement Systems and the state of South Carolina Employee Insurance Division. This project focuses on The SCRS Customer Services Department which consists of the Customer Service Customer Intake Visitors Center and the Customer Service Call Center. The Director of PEBA expressed not wanting the quality of service to our members to diminish; therefore, he asked for research on how other retirement systems' call and visitor centers operate. He wanted to know if PEBA needed to extend the hours of operations, use part-time workers to prevent the possible reduction in services provided, best practices for retention of staff, and data on the work environment for CSCI/CSCC. This CPM project addresses those concerns.
    Media TypeDocument
    Item LanguageEnglish
    PublisherSouth Carolina State Library
    Digital CollectionSouth Carolina State Documents Depository
    RightsCopyright status undetermined. For more information contact, South Carolina State Library, 1500 Senate Street, Columbia, South Carolina 29201.
    TypeText
    Digitization Specifications300ppi, Epson Expression 10000xl flatbed scanner with Adobe Acrobat X Standard software; online version and Archival Master is a PDF/A-1b. Color depth varies by collection: 24-bitcolor, 8-bit grayscale, or black & white.
    

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