Bar News - July 19, 2013
Court's Corner: Call Center to Serve Superior Court
By: Dan Wise
Superior courts in Carroll County and Hillsborough County – Southern District will transition in September to having their phone calls answered by the centralized call center in Concord that now handles all circuit court calls.
Brown bag lunch sessions to discuss the call center transition are set for noon on Tuesday, Sept. 3, at the Hillsborough County courthouse in Nashua, and at 12: 30 p.m. on Tueday, Sept. 12, at Carroll County Superior Court. Chief Justice Tina Nadeau is scheduled to attend both brown bag sessions.
Eventually, all of the superior courts’ calls will be answered by the call center.
Brigette Siff Holmes, a court administrator who oversees the call center, said call center staff members, many of whom previously worked at the county courthouses, will initially only handle superior court calls. Eventually, all of the call center staff will be cross-trained to handle calls for both circuit court and superior court. When superior court calls begin going to the call center, it will be then be known as the Trial Court Call Center, Holmes said.
Pilot studies have shown that a large portion of calls to superior courthouses can be handled from beginning to end by the call center representatives referencing case information from the court’s electronic case management system or providing directions or procedural information. If a caller does not need information available to the call center staffer and needs to speak to someone at the courthouse, his or her call will be transferred immediately as they are now for circuit court callers.
“Our experience has been that callers are pleased with the service we provide, and we expect the shifting of superior court calls to the call center will not feel like much of a change for many callers,” Holmes said. “We expect the superior courts will immediately notice and appreciate the change they will experience when the vast majority of the calls they currently receive are answered off-site by judicial branch staff at the call center.”
“We are looking forward to continuing to collaborate with the circuit court during our transition to the call center,” said Pat Lenz, Superior Court Administrator. “We expect the call center to provide more convenient access to Superior Court case information.”