Appendix A
Final Report for the SCI Call Center: Technology Analysis
December 1, 2010
BY: David Birch
Cindy Allison
Enrique Estevez
Anil Henry
Sheri Jones
Brad Powell
Executive Summary
An analysis of technology use in the call center was done from August through October 2010. While many recommendations are detailed in the report, the main recommendations relate to two major areas:
- Call center technology. The Davox and Siemens equipment should all be moved to a secure location. Documentation on the Davox should be secured. Training of dialer administrators (DAs) should be conducted to improve call center operations. Create software to guarantee customer service representative (CSR) logon to campaigns and to prevent DA overwrite of campaigns’ ...
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