VIDA Management Consultants

Specializing in Customer Interaction

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Past Project

Prison Call Center Start-Up

The Federal government’s Bureau of Prisons offers inmate labor and prison facilities to the private sector for call center operations. A start up call center outsourcer contracted to use a facility that was being transitioned from data entry to call center, where the local prison industries’ management team had no call center experience. The outsourcer hired VIDA to put together a call center management team, develop operational procedures for operating a call center in a prison environment, and provide initial training for prison staff and inmates.

We developed a project plan and timeline to meet the outsourcer’s operational start-date and to coordinate with other project partners responsible for technology, systems, and security. We developed the organizational structure, which included designing jobs for inmates and correctional workers, and developed core operational procedures to meet both the prison’s and the private sector outsourcer’s requirements. We hired and trained a call center operational management team and provided training to correctional officers and inmates.

Operational Management Team

Each member of the operational management team had prior call center experience; works on site at the prison facility; and reports to the private sector outsourcer. The start-up team was comprised of two shift supervisors (for day and evening work crews), a trainer, and a quality assurance manager.

While on site for ten weeks, we defined each management team member’s roles and responsibilities and worked extensively with each member of the team to instill a results-oriented focus; to work together as a team to solve problems and complete work tasks; and to communicate effectively with the correctional officers and inmates. We continued to have frequent interactions with the management team over an additional two month period in a mentoring role.

Correctional Officer Training

We worked with prison industries management to re-structure job duties for the correctional officers. Bureau of Prison policy requires a prison industries correctional officer evaluate the work of the inmates (not an outsider). This forced us to split apart the normal call center supervisor/coach role into two parts because of role conflicts and skill requirement differences between correctional officers and coaches. In addition to increasing inmate job evaluations from bi-annually to bi-monthly, the correctional officers were designated to verify sales. These new duties were on top of existing correctional officer responsibilities, required considerable change management, and were accomplished.

We developed and delivered an intensive two-day call monitoring and performance coaching program targeted for correctional officers with no call center operational background. Correctional officers were also trained on the scripted call flow application that the inmate agents used for customer interactions.

Inmate Selection and Training

Inmates were interviewed in a one-on-one setting and evaluated for reading, speaking, and listening skills. Inmates prepared resumes describing related work experience and were required to pass typing tests.

We developed and delivered new hire training to 50 inmates split into two classes. Training was over a two-week period and covered basic phone skills, call flow management, work rules, using phones and computers, and client/product specific scripts and quality standards.

Operational Procedures in a Prison Environment

The Bureau of Prisons (BOP) manages inmate activities in a strict and controlled environment where procedures are closely followed. We developed core call center procedures to mesh with the BOP’s operating procedures for: agent selection and hiring; agent training; agent skills profile management; new campaign training; call quality management; performance coaching; sales verification and audit processes; call escalation and problem resolution; disciplinary action and termination; and work rules.