Department of Motor Vehicles
6 Empire State PlazaAlbany , NY 12228
E-Mail: lydia.spurgeon@dmv.ny.gov
Phone: (518) 473-4829
Division/Unit: Albany Contact Center
Web Site: http://dmv.ny.gov/
Department of Motor Vehicles
6 Empire State PlazaDivision/Unit: Albany Contact Center
Web Site: http://dmv.ny.gov/
Description:
Interactive Voice Response (IVR) Mapping - Albany Contact Center - Customer Services Management Team
The Interactive Voice Response (IVR) Mapping project aims to map out DMV IVR systems. This documentation will allow for enhancement opportunities to improve customer service by reducing deficiencies within the IVR system. The project also consists of reporting duties for data retention and future IVR enhancement opportunities.
Under the guidance of the Project Coordinator, you will be responsible for the following tasks:
* Use the telephony system to call and document IVR scripts.
* Create a filling system to house all IVR documents.
* Map and outline IVR pathways as they flow throughout the DMV contact centers.
* Collect IVR press path data for future analysis for IVR enhancement opportunities.
Willing to consider freshman for this internship.
Please apply through portal but then email your resume directly to lydia.spurgeon@dmv.ny.gov so we are aware of your interest in the internship.
Skills:
Good analytic and evaluative skills
Good research skills
Good organizational skills
Good proofreading skills
Good computer skills
Internship Areas: Information Technology, Planning/Analysis/Research
Payment? Paid
Number of Hours: 10 - 19
Location: Albany
Number of Interns Needed: 2
Preferred Standing Junior
Minimum Standing: Sophomore
Degree Concentrations: Business Administration, Communication Studies, Information Technology, Public Administration