Department of Education Announces Improved Outcomes through the Certification and Licensure Customer Service Call Center
|For Immediate Release||Contact: Barbara Morgan
|Date: September 19, 2012||609-292-1126|
Trenton, NJ – Commissioner of Education Chris Cerf announced today markedly improved service outcomes through the Department's Licensing Customer Service operations. In order to ensure the Department is providing a high level of customer service to educators to empower them to be successful, Commissioner Cerf last year directed the Division of Teacher and Leader Excellence to undertake a review of the current processes and procedures in order to improve all service areas.
The Customer Service section in the Office of Certification and Induction represents one of the main avenues of public interaction with the Department as the staff provides direct assistance to individuals seeking information regarding their certifications, as well as information concerning required mentoring and residencies for novice educators. In total, the office answered more than 34,000 calls in all of 2011 and has answered more than 34,000 calls in just the first seven months of 2012.
"We need to be continually focused on supporting great educators and empowering them to be successful," said Commissioner Cerf. "These improvements are just one way that we are focusing on customer service and results, while enabling educators to do what they do best – teach."
The enhancements resulted in the following improvements to the services provided by the call center representatives:
The Licensing Customer Service Office implemented the following changes in order to reduce wait time, increase the number of calls answered, and increase customer satisfaction:
Over the next year the Department plans to undertake additional improvements in order to continually upgrade the customer service experience. Anticipated changes include enhancing the menu of options available to callers, upgrading the licensing webpage, switching to a more advanced platform to allow for better data collection, more high quality call record and increased call center time.