Customer Care Calls
Vaughan Public Libraries
Education - Children & Adults
| 2021
Innovation Synopsis
In 2020-2021, Vaughan Public Libraries designed “Customer Care Calls.” This strategy allowed library staff to communicate with over 6000 avid library users via phone or email to support their information needs, or check-in with vulnerable and isolated customers during the lockdown months of the pandemic.
Challenge/Opportunity
- Due to the sudden closure resources were available only digitally. Customers who frequented the library may not have been as inclined to use our e-resources before. Digital literacy was needed to access our digital resources and know about the library’s services.
- Provide vulnerable customers with compassionate support and reliable COVID-19 information.
- Increase awareness about library’s digital presence during the lockdown including curbside service, virtual programs and live chat service.
Key Elements of Innovation
- Customer Care Calls started quickly after the lockdown and provided an opportunity to check-in with the customers and educate them about our innovative library services and e-resources.
- An excel sheet with customer information was uploaded to Microsoft Teams. Softphone technology allowed staff to conduct customer care calls from home with no additional hardware.
- Staff were provided a script to reference, training on cold calling, and were provided with resources to ensure a smooth delivery.
Achieved Outcomes
- During the lockdowns, 2631 customer care calls were made, and 3626 customer care emails were sent.
- Customers were informed about digital services such as: eNewsletter, curbside service, virtual information desk, digital library card, virtual programs and eResources.
- Customers reacted positively to library services during the pandemic, stating: “Thank you very much! We miss the library as well. I wish you well and stay safe!”, and: “This is an amazing service- you give so much to the community- most appreciated.