All too often, however, the first question asked is “Why did it take so long to get through to you?” For the 13-member help desk staff, this question is a reminder that call wait times are not where they would like them to be due to a five-fold increase in call volume. In December 2006, the help desk responded to customer inquiries at a rate of 2,000 calls per month. By April 2007, this number had surged to nearly 10,000 per month. Staff members realize that the resulting longer wait times can be frustrating for callers. “We’re acutely aware that each blinking light on the phone represents a person with a question who needs help,” says one member of the staff. Reducing the number of red blinking lights by quickly responding to the customers they represent is the goal that team members tirelessly seek to achieve across multiple shifts 24 hours a day, seven days a week.

To respond to the influx of calls, CBP is continuing efforts to increase the number of primary staff, and it has already established a cross-functional team of subject matter experts (SMEs) who can help answer complex questions at the help desk – the first tier of customer support. SMEs work side by side with the help desk staff and often join customer calls to answer questions regarding Electronic Data Interchange software, e-Manifest filing options and guidelines, as well as the mandatory e-Manifest policy in accordance with the Trade Act of 2002, which requires submission of advance electronic cargo information. SMEs also assist help desk staff members with the research required to correctly respond to the nuances of each caller’s specific situation.

To expedite responses to customer inquiries, the help desk creates an electronic work ticket for each call and e-mail received, enabling all inquiries to be tracked and advanced to specialized support groups if necessary. The team uses a shared database of common questions and answers as a reference aid, enabling them to immediately resolve 61 percent of incoming calls without advancing them to ACE specialists. The most complex questions are referred to higher tiers of support, including client representatives, who work on issues related to Electronic Data Interchange; the ACE Account Services Desk, which addresses questions related to the ACE Secure Data Portal; and the operations and maintenance (O&M) team, which handles technical issues within the ACE software itself. The O&M team also captures customer feedback that can be used as the basis for future enhancements to the ACE Secure Data Portal.

Help desk staff members can usually address customer inquiries in less than five minutes, although, as is the case with most help desks, it is not unusual for some calls to last as long as a half hour or even an hour with customers who want to get answers to all of their related questions. Help desk staff members want to answer customer questions as quickly and efficiently as possible, but they also recognize the importance of effectively addressing the reason why a customer has called, and sometimes that takes more time – time that can affect how quickly the next caller gets through. Staff members encourage customers who are unable to wait to leave a message or send an e-mail. The help desk strives to process requests within 24 hours.

As help desk staff members survey their phone bank and the small red blinking lights that represent customers waiting for answers, they know that many of these customers will be frustrated, either by a problem with ACE or a long call wait time. Staff members recognize that, in general, customers view calling a help desk as a necessary inconvenience to address a question or a problem standing between them and the completion of an essential business activity. What helps the team stay upbeat through a long day of non-stop calls? Satisfaction comes from knowing that they have truly helped customers. Referencing a recent experience with a help desk staff member, one customer wrote that, “She was a great support to my frustrated soul. She listened to my problem all the way…and helped me find a way to solve my problem. Even though the problem is not solved yet, she gave me the confidence that it will be attended to and solved as soon as possible…keep up the good work and the good people.” Team members say this type of feedback makes it all worthwhile – to have helped customers with questions and issues that are critical to their business.