Call Center

The SMS Call Center is located in our Honolulu office. The call center has 24 stations that are manned by more than 60 professionally trained interviewers.

SMS also has the software required to complete this work successfully. The SMS Call Center runs Dell Pentium 4 PCs with Windows NT on all 22 stations with an extra monitoring station for the supervisor, and a monitoring station for the Manager to oversee work of supervisors. SMS has the external monitoring capabilities and will provide client management with full monitoring of our work quality.

SMS has Dell computers with Duoset 2 headsets, which connect to Plantronics filtering boxes that go through telephone lines. The monitoring system is connected to each station so the monitor can see and hear everything that is being done at each station.

The file server has more than 550+ MHZ processor with 256+ Mbytes of memory Hard Drive with 400 Mbytes of free space or more as needed per study. The file server and each station are on their own Pentium 4 PCs running Windows NT with 20 Mbytes of free space for each of the 22 stations, plus one for the monitoring station.

This system is Ci3 for Windows Version 4.0 and is converted using the WinCati Convert program which converts WinCati 4.1. Monitoring is available from the main station.

The WinCati study specifications and samples are stored in Sybase SQL Anywhere database. The Sybase SQL Anywhere database is made up of tables that contain the raw database information arranged in records and fields. The SQL uses a DB extension to store a database. This is stored in the database engine so it is not accessed for all users.

Client Testimonials

SMS did a great job in leading Hawai‘i Tourism Authority’s evaluation development process…including identifying input, output and outcome measures to track progress toward HTA’s strategic goals. SMS also provided steps to guide us in integrating the evaluation process into our overall operations and planning. Our staff was actively engaged in the process and tracking the measures will ensure a focus on driving towards outcomes.

— Leslie Dance, former VP Marketing
Hawai‘i Tourism Authority

SMS Business Process
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