Knowledge Base

The purpose of those answering the main phone line at Northern Lights is to help callers connect with appropriate personnel, resources, and services in a timely manner. Our goal is exceptional customer service. Each caller should feel as though their questions are heard and will be answered. Those answering the phones will approach each caller with a sense of genuine curiosity and the desire to assist as best we can.

At Northern Lights we use ticket software for the purpose of tracking requests and ensuring that proper follow-up occurs with our members. The system is failing if members tickets go unanswered, they are not regularly updated on the progress of tickets, or the ticket software becomes a barrier for real human interaction.

The typical conversation would proceed something like this:

1. Greeting: Good morning/Good afternoon, Northern Lights Library System (name) speaking.
   • Customer's name and affiliation asked for and noted.
2. Caller will be asked about the reason for their call and/or what department/person they are trying to reach. 
   • If the caller is uncertain who could help, the operator will conduct a reference interview to help determine who might be best placed to assist them.
3. While on the call, a message will be sent to the person/department being asked for with caller's information (name & phone number, and nature of request).
   • Calendars will be checked to verify a person is available that day, if they are not available a Teams message will be sent to the department.
4. The operator will open a ticket for each call using the online form. This ensures that no call is lost and that appropriate follow-up occurs.
   • If the caller is willing, and it is appropriate, the operator will tell the caller they are opening a ticket, take all relevant information and let the caller know that a confirmation email will be sent by the system. 
   • In the ticket, operators will clarify the root problem/questions, urgency of the call, and when the callers hours of availability are (if their call can not be immediately returned).
5. Provide the caller with a reasonable estimation as to when they should expect a call back, ask the caller if there is anything else they might need assistance with, if not, end the call. 
6. When the call is ended let the people/department know you are now off the phone with the caller.

Why not have members directly call a staff member or have the operator directly transfer the call?

Direct calls and direct transfers lead to a poor customer experience. Northern Lights serves 56 municipalities, 1 reserve, and 1 settlement. There are 49 operating libraries in the system. The demands on staff time are significant. Staff endeavour to call members back as soon as practical.

• Voicemails are less likely to capture the nuance of a question.
• Staff can sometimes forget or not have the opportunity to update voicemail recordings indicating when they are off for a period of time. 
• Direct calls or transfers can interrupt staff members as they work to answer questions or solve issues for another member.
• The system is large and the chances of catching a staff member on the road, at a site-visit, or in a call are high.

The main line at Northern Lights is monitored M-F from 8:30 to 4:30. Calls that go to voicemail will be returned promptly. During business hours we aim to return calls within 15 minutes.