V-TECH SURPASSES SERVICE LEVEL AGREEMENTS ON CDR HELP DESK FOR 2005
Under a subcontract to Unisys, V-Tech is supporting the Federal Financial Institutions Examination Council (FFIEC) Central Data Repository (CDR) reporting process by operating the CDR Help Desk. The CDR System is used to report and analyze all financial deposit transactions by banks nation-wide. This 10-year contract is for the architecture, design, integration, development, programming, operation, maintenance and housing of the Total Call Center Solution. The Help Desk supports over 8,100 Financial Institutions nation-wide, the Headquarters and eight Regional Offices of the Federal Reserve Banks (FRB), the Federal Deposit Insurance Corporation, (FDIC), the National Credit Union Administration (NCUA), the Office of the Comptroller of the Currency (OCC), and the Office of Thrift Supervision (OTS) with the submission and review of Central Data Repository Reports.
In November of 2004 V-Tech successfully completed a system-wide test of the in-house integrated systems, (Telephone, Remedy, Automatic Call Distribution (ACD), Network, Servers and PCs). Stand-up of the call center and systems was completed ahead of schedule and under budget. The system-wide test exceeded Service Level Agreements (SLA) parameters and expectations of the client. In addition to establishing and operating the Total Call Center Solution, V-Tech staff participated in multiple phases of the CDR system testing, developed training materials and documentation, and participated in project and program planning and meetings.
Full scale operation of the Total Call Center Solution began in 2005. Initially, the in-house Call Center was staffed from 7 AM to 10 PM, Monday through Saturday. During peak processing periods we now provide 12-hour coverage, and operate on weekends. Customer service requests are received via telephone, e-mail and fax. All requests are tracked using Remedy software, with system-to-system Tier-3 referrals to six software developers and with the Unisys Operations Center.
As a result of quality service, responsiveness and excellent performance by the Call Center staff, V-Tech was able to surpass all of the monthly SLA requirements of the CDR Call Center. As a result, V-Tech received from FFIEC and prime contractor staff recognition for service excellence and superior performance during 2005. |
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