Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013 Page: 16
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the main goal of TDLR's Customer
Service representatives is"one call
TDLR's foundation for providing excellent customer service is the Customer
Service section. The section is now located on the sixth floor of the E.O.
Thompson building and is a state-of-the-art contact center. Keyboards,
chairs, computer monitor arms, and desks are ergonomic and adjustable for
individual employees. Wireless headsets used by the Customer Service staff
are padded, lightweight, and adjustable. Customer Service agents use the
telephone, e-mail and in-person contact to handle customer inquiries. The
section uses the Centergy Virtual Contact Center phone system by Aastra
Intecom, which uses a language-based call routing software for quick response.
The system software also allows for the input of license numbers to efficiently
route calls to the appropriate service person. Customer Service agents have
access to all agency databases to provide accurate information to customers.
TDLR recognizes the complexity of providing uniform assistance across
twenty-six programs, so each new-hire in customer service must complete six
weeks of training before taking their first incoming call. The main goal of the
section is "one call resolution." The focus of each call is to answer all of the
customer's questions and concerns at the time of the call. Each call ends with
the question, "Is that all we can do to help you today?" Currently, the center
receives 2,000 calls per day. The center has recently extended its availability
to the public by changing its customer service hours to 7AM to 6 PM.
Education and Examination
The Education and Examination division makes sure that license and renewal
applicants meet education and examination requirements and that current
licensees requiring continuing education complete the required hours for
each renewal period.
To ensure compliance with laws, rules and procedures, the Education section:
" evaluates and approves schools and courses;
evaluates and approves continuing education providers and courses;
provides technical support for education related matters;
conducts audits of courses, schools and providers;
manages TDLR's online course completion database; and
develops and maintains education web site information.
Texas Department of Licensing and Regulation
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Texas. Department of Licensing and Regulation. Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013, book, Summer 2008; tEXAS. (https://texashistory.unt.edu/ark:/67531/metapth576032/m1/21/: accessed October 13, 2019), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu; crediting UNT Libraries Government Documents Department.