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Support Center, Inc.

Support Center, Inc. Author: Sue Conger University of Dallas Presented by: Christopher Murphy. Introduction. Support Center, Inc (SCI) Call Center Employs 190 People CIO – Bob Wentworth Lack of Continuity Planning. History. Three Call Centers Come Together Collection Services

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Support Center, Inc.

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  1. Support Center, Inc. Author: Sue Conger University of Dallas Presented by: Christopher Murphy

  2. Introduction • Support Center, Inc (SCI) • Call Center • Employs 190 People • CIO – Bob Wentworth • Lack of Continuity Planning

  3. History • Three Call Centers Come Together • Collection Services • Somerfield Call Center • 1st Party collections • Customer Service Representative (CSR) acts as employee of Telecomm company and follows script to collect funds • Charleston & Associates • Collects 90 day and older accounts • 3rd Party collections • CSR does not follow a script and can use any legal/ethical method to collect funds • Telecomm Sales, Inc. • 1st Party collections • Sold products

  4. Call Center • 2 Shifts • Day Shift – 140 CSRs working 4 to 8 hours/day • Night Shift – 90 CSRs

  5. Davox • Davox • Auto Dialer System • Handles daily client campaigns • Lyricall • Serves up dialogue scripts and customer info

  6. Outtage • Several outages have affected the company over last year • Davox suffers 1-2 day outages about twice a year • Website outages occur about twice a year (last one lasting a week)

  7. Bottom Line • Lots of failures • Management thinks a programmer fixed something, but doesn’t know since programmer is no longer with the company • Aging Davox with no plans to replace • No documentation and no backup of Davox or Lyricall • AS/400 used for everything else • CSRs use dumb terminals

  8. Dillema • No continuity plan • Company experiences 6-10 days per year of outage and 1 outage that lasts at least a week • SCI loses customers and suffers fines from broken SLAs • Estimated loss of $1.1 million every work day lost • $75,000 loss per call center work hour

  9. Perspective • CSUCI A&IT • Infrastructure • Up time • Help Desk • Services to Students • Utilizing Tools • Peoplsoft • Track-IT! • Work Order Management • Inventory Management

  10. Fixing SCI • Bob Wentworth must determine a prioritization for fixing issues based on the key needs and mission of his organization. • A continuity plan needs to be developed to allow for timely outage recovery.

  11. Questions 1. What role does a 1st party Customer Service Representative play in collecting funds past due? A. Trick people into paying their clients more money than is owed B. Any role necessary to collect funds C. Read a script and play the role of an employee of their client D. Scare the customer into paying past due collections 2. The Davox provides what service to the company? A. ERP system B. Auto Dialer System C. Serves up dialogue scripts and customer info D. None of the above 3. What main focus will Bob have to address initially to help SCI? A. Outsource to India B. Hire more Customer Service Representatives C. Buy new servers D. Develop continuity plan

  12. References • Business Continuity Plan (BCP). 2010. n.d. <http://www.callcentercomics.com/Cartoons/Business-Continuity-Plan.htm>. • Call Center Culture. 2010. n.d. <http://www.callcentercomics.com/Cartoons/Call-Center-Culture.htm>. • H, Karin. MBNA Doesnt Really Stand For Anything. 02 Oct. 2008. n.d. <http://www.thekissbusiness.co.uk/2008/10/mbna-doesnt-rea.html>.

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