Welcome to the Division of Motorist Services

Field Support Center

Welcome to Certified Collector Training

Introduction
Overview of the FSC Help Desk Operation
DHSMV Organization Structure
Help Desk Team

Organizational Structure

The Department of Highway Safety and Motor Vehicles.

The Division of Motorist Services

Bureau Customer Service Center
Field Support Center
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The Division of Motorist Services

Boyd Walden Director
Mike Jenkins Program Manager

Customer Service Center Manager

Janet Dennis - Manager

The Field Support Center

Reporting to the Program Manager
Team Managers
Drivers License SME Paul Blackburn

Motor Vehicle SME Angela Hodges

The FSC Teams

Team One Manager Paul Blackburn

Debbie

Pam

Shirley

Paula

Sonia

Bea

Nadia

Gracie

Jeanne

Kathy

The FSC Teams

Team Two Manager Angela Hodges

Aura

Annie

Cosmos

Trish

Tawanda

Jacki

Lisa

Jenifer

Field Support Selection

Prefer Former Examiners From The Field
Minimum 2 Years Customer Service Experience
Knowledge of FRVIS & FDLIS Issuance Processes
Broad knowledge of Driver License & Motor Vehicle

Development & Training

New Hire On the Job Side By Side.
CSC LDO Team Proficiency Training
I-Learns
TCO Site Visits first hand view
Daily & Weekly Quality Review

NEW Expert Activity Log Call Types

NEW Assessment Testing (under LDO Development)
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FSC Enhancements
To Serve You better.

Cisco & Zoom Call Recording Software

All calls monitored & recorded

Work station screen capture

Improves our internal training

Improves content delivery (right answer)

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Individual Monitoring

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Screen Shot Capture

What the agent has done can be reviewed for quality review.

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Calls Used to Support Training

Senior staff calls used as training aids for new hires.

Yes thats Barbara.

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What we can do to help you.

Expert Data Reports
What office called?
How Many Times?
What did they call about?

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Types of reports
More being developed & added value !
High Altitude View
DL Calls
MV Calls
System Calls FRVIS FDLIS & everything else.

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Customer Service Activity logs

Very Specific Detail On Each Call
Public Customer Service Calls
TCO Service Calls

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What you can do to help us.

Dont give customers our number.
Call the FSC first...not managers.
Use your tools and ask manager
before calling the FSC.
The answer doesnt change if the
customer calls Tallahassee No is
no. If you cant do it we cant either.
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Escalation Process
What if my answer or my service wasnt what I
expected.
Yes call or ask for a
Manager or me.

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Talking With A Manager

Give us your actionable feedback.
We value your constructive criticism.
It helps identify training needs and areas of development.
It improves service delivery.
FSC Managers have the tools to review the calls.

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HSMV Goals
We have mutual goals.
Superior Customer Service.
You are our customer.
Call Volume
Average Speed of Answer
Handling Time complex & variable.
We endeavor to serve you.

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Relationship Building
We are all on the same team partners.
We appreciate all you do for our mutual
customers.
We want to provide you with the best service
we can deliver.

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Contact Us

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You dont have to be crazy to work here

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Thank You

For All you Do.

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Did I meet your expectation?

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