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 1 st 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 3 rd Party collections –CSR does not follow a script and can use any legal/ethical method to collect funds –Telecomm Sales, Inc. 1 st 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 –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 1 st 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.. Call Center Culture. 2010. n.d.. H, Karin. MBNA Doesnt Really Stand For Anything. 02 Oct. 2008. n.d..