Improving customer service through efficient and effective processes and procedures

Abstract

The goal of this project is to determine whether the South Carolina Department on Aging is effectively and efficiently utilizing all resources at the front desk to give exceptional customer service to clients and constituents. The main goal of the receptionist is to receive calls, transfer calls, and to input all calls into the database. Currently, there are no adequate processes and procedures in place to ensure that the calls have been properly transferred, inputted, and assisted. If these processes were in place, through accountability and controls, the agency can leverage the data and increase effectiveness and efficiency, which would ensure that clients receive adequate services to meet their needs.