Project 3 – FLVS Call Center Support and Technical. Support Services TelaForce provides Call Center Support and Technical Support Services for 2,000 faculty and administrative personnel, in addition to over 200,000 student and parent users. The students are primarily located across the state of Florida but are also located throughout the United States and several dozen foreign countries. The Call Center operates 14 hours per day on weekdays and 8 hours per day on weekends, 365 days a year, due to the need to cover the worldwide time differences. Students use their own computing devices; therefore, Help Desk agents are required to support any type of computer or tablet and must be familiar with multiple types and levels of computer operating systems. For student systems, our Call Center agents are not allowed to use remote diagnostic and remediation tools to speed the resolution of issues, yet, the first contact resolution service level metric averages 99%. TelaForce has the following Management Consulting Services experience on the FLVS program that aligns with FLDMS contract requirements: • Consulting on management strategy – TelaForce has worked closely with FLVS stakeholders to develop and implement an effective Call Center Support and Technical Services Support Management Strategy and define IT Policies and Procedures and Organization Level Performance Metrics that align with FLVS’s goals and objectives. Working in consultation with FLVS, TelaForce has defined a performance management strategy with clear roles and responsibilities for the FLVS program. Performance management begins with clear definition of FLVS performance standards as defined by service levels and policies. Using a monitoring and reporting framework, FLVS and TelaForce managers gain insight into our performance on the FLVS contract. As a best practice, we set thresholds that are within the acceptable level of performance so that when the threshold is breached, technicians and managers are alerted, and the investigation and remediation can begin before the customer is affected. Service levels are reviewed monthly with FLVS to determine any needed changes, additions, or deletions and to confirm that metrics are accurately measuring the service levels. • Project management - TelaForce has developed a comprehensive project management approach that includes a quality assurance methodology based on customer understanding and proven IT processes. TelaForce delivers quality solutions to FLVS with a focus on process improvement and driving cost...
