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Process Mapping and Management by Sue Conger

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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:

  1. 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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