eVA, Pioneering e-Procurement - Eva.virginia.gov - Commonwealth ...

Help Delivered Faster with New Phone System
On average, eVA Customer Care answers about
1500 live calls and 775 emails a month--all while
maintaining an above industry customer satisfaction
rating between 94-98%. For a modest staff of only
10, those numbers are pretty impressive.
But if you’ve ever contacted Customer Care, then
you know first hand the level of customer service
eVA Customer Care Specialists deliver everyday.
Continuing their quest to deliver outstanding customer
service, eVA Customer Care recently implemented a
new phone system.
“We are always looking for ways to improve our
service and the new phone system provides
some significant improvements as well as a better
experience for our customers.” says Ghania Matias,
eVA Customer Care Manager and newest member of
the eVA Project Team.
Top Reasons Callers Contact
eVA Customer Care
(1) Password reset and login information,
both buyers and vendors
(2) Registration assistance
(3) eVA Account Maintenance, especially
updating eVA commodity codes
(4) Accessing and responding to Quick
Quotes or Virginia Business Opportunity
(VBO) solicitations
(5) Technical assistance with using eVA
site and online tools particularly assisting
with troubleshooting browser and other
computer issues
(6) Creating, changing, and canceling
purchase orders.
The old system provided very basic information about
calls coming into and going out of eVA Customer
Care. The new system, a Cisco Voice Over IP,
provides a wealth of information about each call.
Callers can now choose the reason for their call from
an options menu--helping to route them faster to the
appropriate specialist for assistance. Matias shared
that she thinks the best thing about the new phone
system is being able to assist with time sensitive
issues much faster. “For instance, if a vendor is
having a problem responding to a Quick Quote that
is closing that day, we can now help that caller faster
because of the call routing features the system
provides.”
The phone system also tells the caller their expected
wait time, as well as providing eVA management with
real-time stats on calls and historical data.
“With this data we can better manage staff planning,
call volume forecasting, specialist education
scheduling and specialist productivity analysis.”
said Janne Erbe, eVA Customer Care Analyst and
Assistant Manager.
So far customers have been receptive to the change.
“We are excited about the possibilities these added
features bring to Customer Care and look forward to
finding ways to provide even better service!”
Contact eVA Customer Care!
866-289-7367
Hours of Operation 8-5 EST M-F
except major holidays, and open with
limited staff for a lot of the non-major
state designated holidays
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