Wednesday, December 15, 2010

Noncounty users

Some tips from George on how to verify which county a patron lives in:

Addresses in cities like Queen Creek, which can either be in Maricopa or Pinal counties, should be verified through either usps.com or mapquest. Once verified, please put a note in the customer's account to note that it has been verified.

To verify county through usps.com, go to "Find a ZIP code," enter the address, then on the result page click Mailing Industry Information to look up the county. Mapquest will show a map with the county borders.

Exceptions: If the patron works, goes to school, or otherwise does official business in Chandler, staff should assign them a NONCOUNTY (or PROB-NCNTY) profile. (They need to show a paystub, paperwork from their school, etc. as proof.) We should give them the correct profile (NONCOUNTY or PROB-NCNTY), allow the bill to accrue, then FORGIVE the privilege fee, with a comment on the account as to why the fee is waived. Next year, when the patron has to renew, they should prove again that they qualify for the waiver, or pay the automatically assessed fee.

Wednesday, December 8, 2010

Call center info

The main library number, 480-782-2800, is directed to the call center. The call center is staffed during Downtown's normal hours.

Our busiest day of the week is Monday and the number of calls declines each day to our slowest day, which is Sunday. Our busiest time of day is between 9AM and 5PM.

Here are the top 4 types of calls:
Renewals (17.60% of all calls)
Holds (17.35%)
Reference (15.28%)
Account info (10.21%)

We've worked hard to clarify when to transfer a call and to whom. Here are some calls we've received that have been and will be transferred:
- A parent is trying to locate a child
- A customer thinks they left their library card/phone/flash drive/keys at the library
- A customer has questions/wants to reserve a meeting room
- A customer has a very involved reference question that's time sensitive
- A customer wants to speak to a manager

See the phone list for direct extentions to branches/departments. They're listed in the gray boxes or at the top of department listings. Requests to speak to a manager are transfered to the manager's direct line.