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Support Center Inc.

This report analyzes the operational challenges faced by Support Center Inc., focusing on their collection processes for client companies, including call center dynamics and technology issues. Key concerns include high turnover rates, inefficient systems like Davox, and significant financial losses due to outages. It also highlights the need for better continuity planning and organization, reflecting on the changing roles of CIOs and the impact of communication technologies on collection efficiency. This document serves as a vital resource for understanding operational inefficiencies in collections.

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Support Center Inc.

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  1. Support Center Inc. Mohammad Borhanpour 6/1/2014 BUS 550

  2. Background Conducts collections for client companies • 3 Call center companies (400 Million) • Somerfield (Past due accounts) • Charleston & Associates (90 collections) • Telecomm Sales Inc (Magazine) • Merged for friendship

  3. Intro • Operates 2 shifts Monday- Friday • Outages that cost $ • CIO Bob Wentworth • Continuity Planning

  4. 1st Party / 3rd Party • 1st party- scripted templates • 3rd Party- non scripted (non regulated) • CSR’s – Paid salary on accumulated collections

  5. Issues • Outages (lots of money lost) • 6 CIO’s in 2 years • Continuity planning • No formal organization/ hierarchy • Call center- 180% T/O rate • Over capacity- 100-100000 accounts • Training was verbal

  6. Davox • Dialer call system • Retained client info (name, number, etc) • Over capacity for CSR’s (no recorded log-on) • “Campaign processing”

  7. AS/400 • For previously called customers • Primarily double checks Davox • CSR discontent • Flawed system (too slow)

  8. Accounting • Davox could not route cheapest calls • Siemens system was created • Bills had discrepancy

  9. Continuity Planning • Bob Wentworth is responsible for corrections • Paralleling events to solve problems • Addressing small portion or problem • 1.1 million lost per day

  10. Questions • Who is the current CIO? a) Frank Gomers b) Bob Wentworth c) Ricky Bobby d) Bob Winiski • What is a known complication with 3rd party collections? a) It provides too much data b) It has multiple templates which cause confusion c) It has no templates for screening d) There are no complications • What was one reason (from an IT perspective) why there was a discrepancy in billing? a) Bills were sent via email b) Collections were not client specific c) The Davox was too slow d) All systems used different ways to record data

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