Tennessee is a "right to work" (anti-union) state, so call center employees have fewer rights like bathroom breaks and lower pay.
Call centers measure the number of calls in 15, 30, and 60 minute periods; how long calls last; and how quickly calls are picked up (service level). They aim to minimize the service level.
They vary the staffing levels during the day and across longer time periods to meet their service level goals while minimizing staffing.
Unexpected high call volumes drive up service level, which in turn forces the call centers to increase staffing. Lower call volume periods are more expensive to staff per call because of the statistics of small numbers. So unexpected calls in low volume periods are more expensive per call to handle.
Also, when unexpected calls arrive in spikes, it drives up staffing costs more because you have to staff for the spike, not the average. Call centers staff in 4 and 8 hour shifts. They prefer for 4 hour shifts because it allows them to avoid paying benefits.
I am interested in what the terms of the call center contracts are. The contractors will have to meet the metrics with minimal staffing.
It seems like they will be quite vulnerable to fake call campaigns that throw off their statistics and costs. The government won't be able to keep the call center numbers private.
We saw how Internet tricksters messed with the Trump campaign events by requesting tickets and not showing up, creating embarrassment for the campaign. I suspect they will do the same with the call centers.
I live in Rural Robertson County, TN. Initially, DHS wanted to put the call center in Adams, which is a very small and historic town about 10 miles from where I live. The townsfolk fought against it - I'm glad because it would have destroyed the little town best known for the Bell Witch Cave, along with a number of seasonal festivals.
I understand that DHS is now looking at a location in Nashville... I'll bet it's going to be in a primarily residential area, where the additional traffic will cause serious disruption to the lives of those that live nearby...
I've been to Robertson County, and I am pretty sure I visited Adams at least once. I'm glad that you were able to turn away DHS. I'm saddened and angered that they are considering Nashville. It seems to be a particularly stupid plan because DHS will not be welcome there at all.
The Republicans have been trying to squeeze Nashville for a while, so I am not surprised that they are looking at Nashville. All the TN GOP is doing by squeezing Nashville is killing the golden goose. The insurance, media, and academic communities in Nashville are so important to the city and the state, and those communities do not want DHS anywhere near them.
Nashville has stood up to bullies before, so I am confident that they will rise to the occasion. DHS will never be accepted in Nashville. It will be uphill for DHS as long as it is in Nashville. Businesses and people that work with DHS will face constant pushback.
please provide the USAspending.gov link for the skip tracing contract awards. The site is not intuitive and the site search process does not work for me. I need the reference for research. Thanks
Tennessee is a "right to work" (anti-union) state, so call center employees have fewer rights like bathroom breaks and lower pay.
Call centers measure the number of calls in 15, 30, and 60 minute periods; how long calls last; and how quickly calls are picked up (service level). They aim to minimize the service level.
They vary the staffing levels during the day and across longer time periods to meet their service level goals while minimizing staffing.
Unexpected high call volumes drive up service level, which in turn forces the call centers to increase staffing. Lower call volume periods are more expensive to staff per call because of the statistics of small numbers. So unexpected calls in low volume periods are more expensive per call to handle.
Also, when unexpected calls arrive in spikes, it drives up staffing costs more because you have to staff for the spike, not the average. Call centers staff in 4 and 8 hour shifts. They prefer for 4 hour shifts because it allows them to avoid paying benefits.
I am interested in what the terms of the call center contracts are. The contractors will have to meet the metrics with minimal staffing.
It seems like they will be quite vulnerable to fake call campaigns that throw off their statistics and costs. The government won't be able to keep the call center numbers private.
We saw how Internet tricksters messed with the Trump campaign events by requesting tickets and not showing up, creating embarrassment for the campaign. I suspect they will do the same with the call centers.
I live in Rural Robertson County, TN. Initially, DHS wanted to put the call center in Adams, which is a very small and historic town about 10 miles from where I live. The townsfolk fought against it - I'm glad because it would have destroyed the little town best known for the Bell Witch Cave, along with a number of seasonal festivals.
I understand that DHS is now looking at a location in Nashville... I'll bet it's going to be in a primarily residential area, where the additional traffic will cause serious disruption to the lives of those that live nearby...
I've been to Robertson County, and I am pretty sure I visited Adams at least once. I'm glad that you were able to turn away DHS. I'm saddened and angered that they are considering Nashville. It seems to be a particularly stupid plan because DHS will not be welcome there at all.
The Republicans have been trying to squeeze Nashville for a while, so I am not surprised that they are looking at Nashville. All the TN GOP is doing by squeezing Nashville is killing the golden goose. The insurance, media, and academic communities in Nashville are so important to the city and the state, and those communities do not want DHS anywhere near them.
Nashville has stood up to bullies before, so I am confident that they will rise to the occasion. DHS will never be accepted in Nashville. It will be uphill for DHS as long as it is in Nashville. Businesses and people that work with DHS will face constant pushback.
Thank you for your in-depth reporting.
Thank you for all that you are doing!!🙏🏼🙏🏿🙏🏻🙏🏾🙏🏽
please provide the USAspending.gov link for the skip tracing contract awards. The site is not intuitive and the site search process does not work for me. I need the reference for research. Thanks