Corcraft’s Cost-Saving Call Center

Corcraft’s Cost-Saving Call Center

Corcraft, a part of The New York State Department of Corrections and Community Supervision (DOCCS), and the New York State Department of Motor Vehicles (DMV) have opened a new Call Center at the Greene Correctional Facility in Greene County which, in conjunction with the DMV Call Center at the women’s Bedford Hills Correctional Facility in Westchester County, is expected to answer more than one million calls per year. Their operation meets Governor Andrew M. Cuomo’s call to state agencies to seek more cost effective ways to deliver services to the public effectively and efficiently, saving taxpayers approximately $3.5 million annually.

Deputy Secretary for Public Safety Elizabeth Glazer said: “The opening of the Department of Motor Vehicles Call Center at the Greene Correctional Facility is an example of the innovative work our Public Safety agencies do to meet Governor Cuomo’s goal of delivering services to the public more efficiently, while lessening the burden on the taxpayers. We also know that operating successful prison industries programs is an investment in our state’s overall safety. When we help offenders build the workforce skills necessary to find viable employment after incarceration, we lessen the chances they will reoffend and end up back in the state’s prison system.”

DOCCS Commissioner Brian Fischer said: “We are very pleased to continue such a successful collaboration between DOCCS and DMV by opening this new Call Center in the Greene Correctional Facility. While providing offenders the opportunity to develop valuable and marketable skills in a real work environment that prepares them for successful re-entry into the community, this new call center, along with another at Bedford Hills, will provide significant cost savings to our state’s taxpayers.”

DMV Commissioner Barbara J. Fiala said: “The Greene Correctional Facility Call Center opening highlights an outstanding partnership between the Department of Motor Vehicles and the Department of Corrections and Community Supervision. As a result of this partnership, Call Center staff is able to provide efficient customer service so that the number of customers who need to visit or call DMV offices is significantly reduced. Efforts like these demonstrate what government agencies can accomplish when they work together for the benefit of New York’s citizens.”

Offenders process general information DMV inquiries

Offenders process general information DMV inquiries in the new call center.

Greene’s call center accepts calls from 8 a.m. to 4 p.m. Monday through Friday. It will employ up to 45 offenders when fully operational, including full-time, part-time customer service agents, trainees, six DMV employee team leaders and two trainers. Participating offenders do not have access to DMV computers and are not able to access any customer data. Offenders convicted of a telephone-related crime or credit card or computer fraud are not eligible to work at the center. Calls are monitored at random.

Each call center agent is supplied with a profile book containing all the information necessary to answer general assistance questions, such as office hours and locations, identification requirements, the emissions program, and what customers will need and what they should expect before conducting a DMV transaction. Agents transfer any questions about detailed customer information to a civilian DMV employee.

The center at the medium security Greene facility replaces the DMV call center at the Arthur Kill Correctional Facility, which closed on December 1, 2011. Arthur Kill had been operating its DMV Call Center since 1988. Several inmates from the Arthur Kill DMV Call Center were transferred to Greene. Greene’s call center will field an estimated 55,000 calls per month, with the majority of calls coming from New York City, Long Island and Westchester and Rockland counties.

Elizabeth Glazer discusses the new call center with one of its participants

Deputy Secretary for Public Safety, Elizabeth Glazer, discusses the new call center with one of its participants.

Bedford Hills’ center also accepts calls from 8 a.m. to 4 p.m. Monday through Friday. It employs 39 offenders, including 31 full-time and part-time customer service agents, six team leaders and two trainers.

Offenders must successfully complete an initial 490 hour training program supervised by DMV staff. The training sessions consist of both classroom time and telephone time. Each offender who works in a DMV call center must have either a high school diploma or a General Educational Development (GED/high school equivalency) diploma. Each is hired by DMV after being recommended by DOCCS and their performance is continually evaluated by DMV staff. Participating offenders are paid standard hourly correctional industry wages that range from 46 cents to $1.14 per hour based on experience level and title, which include Agent (entry level), Trainer and Team Leader.

Offenders are trained as Customer Service Representatives and answer telephone inquiries from the public. Some inmates work as mail and supply clerks, maintaining the DMV supply room where all DMV forms are stored and assembling packets known as “Ready Packs,” which are mailed to the public upon request. Providing information by phone and materials by mail, the call centers significantly reduce the number of customers who need to visit DMV offices.

The program provides offenders with knowledge of vehicle and traffic law, permits, renewals, Commercial Drivers Licenses, fee structure and other DMV related information. Offenders learn skills aimed at making them more marketable upon release from prison, including customer service, communication and problem solving.