So my coworkers and I are discussing the new arrangements being made at the Belltown CSO to comport with the new phone center model, and it comes out that we are still going to be operating our own phone number for customer service, using CSO employee's. In response I said, "no way that can't be true. That's crazy! I mean what the heck did they switch to a phone center model for anyway?" (I am editing my words slightly due to all the children who use the internet these days)
Seriously, as far as I can tell so far, this is the deal from the top down- Management has made the decision to commit a huge chunk of CSD's workforce to an enormous state-wide phone center. CSO's are being reduced to "store fronts" with the bulk of eligibility determination and customer service being done by this massive phone center over the phone and internet. This necessitates CSO's having far fewer workers on the floor doing things- like, say, providing customer service over the phone- and yet any person who does not find the wait times of Region 7 to their liking can simply call up the CSO and expect to receive immediate help that way. How will the CSO's find staff to answer these phones? Well... they will probably assign some of their workers to the phones, and thereby create yet another phone center.
Genius plan, management, genius plan. The idea is so bad that I have to think at this point it must be just a misconception or miscommunication of some kind. Maybe I just don't get it for some reason. Post a comment if you have noticed the same thing at your office, or if you think there is some good reason for this madness.
