Have an existing “phone tree”? Sound anything like this…..
“Press One for Circulation, Two for Reference, Three for Directions, Four for Hours, Five for Events, Six for Room Reservations, Seven for Location Information, Eight for Class Schedules, Nine for ILL……..”
Maybe that is a bit more than most, but not by much. Libraries have lots of resources! The result is typically a patron just pushing a button until they get someone live on the phone. By employing UIC as your live switchboard, patrons get a live voice immediately. We can intelligently understand what the patron needs, and route the call accordingly. This frees up your staff from going through all of this with a patron, giving them more time to devote to physical service. Calls get to the right place faster – improving service for the patron, and saving your staff time.
UIC tracks the reasons for all calls, and provides this data to you in an easy to use format that can help inform and drive staffing and training decisions. UIC can tell you, for example, how many ‘claims returned’ calls there are in a month. Or maybe how many ‘e-media’ questions you are getting. Would it be helpful to know statistics like this?
We can tell you both the type of call, but also the timing of calls. For example, you will immediately and easily be able to see how many calls are going to your Reference Desk versus your AV desk on Mondays at 3pm.
Knowing this can help you plan and staff for your service needs. Our staff is trained on the specific resource details at your locations, and has basic information, but no detailed policy information, nor do they have ILS access.