In a Switch, Live Operator Answers Phones at Oklahoma Work Comp Commission

March 6, 2018

The Oklahoma Workers’ Compensation Commission (WCC) has replaced its automated answering service with a live operator during normal hours of operations.

Announcing the switch, Commissioner Mark Liotta stated he finds “it extremely frustrating to call my government and be met with a recording and computerized options to direct my call, and eventually being put on hold, sent to a voice mailbox, or my call being dropped.”

For the past three years, the WCC had used an automated service provided through the Oklahoma Office of Management and Enterprise Services (OMES). Liotta said when he first came on board as commissioner he was disappointed that the agency was using the automated system, “but I lived with it until it became clear it was not efficiently serving the needs of our stakeholders, and I immediately investigated the practicality of returning to live reception.”

WCC Receptionist Becky Bradley said caller response has been positive. “People are very surprised when I answer and are sometimes so startled they have to take a minute to remember why they called.”

Eric Russell, director of Legal Operations at the WCC sees an increase in efficiency with the new policy. He said with the personal service calls are being “directed more appropriately with fewer steps. The overall result has been significantly improved response to public inquiries, with less caller frustration.”

The WCC will continue to use the automated response as a backup for high call volume, holidays, emergency weather, and after hours. For normal operations, a receptionist will answer calls, provide information when possible, or direct the call to the appropriate individual within the agency.

The WCC began full operations in February of 2014 as a legislative replacement for the former Workers’ Compensation Court. Liotta was named chairman of the WCC in 2017 by Governor Mary Fallin.

Source: Oklahoma WCC

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