Monday
December 27, 2010

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Female inmates at Bedford Hills prison to staff DMV call center

ALBANY – Female prisoners at the Bedford Hills Correctional Facility in Westchester County are staffing a Department of Motor Vehicles call center. The facility employs 39 inmates, including 31 full-time and part-time customer service agents, six team leaders and two trainers.

The inmates who participate do not have access to DMV computers and are not able to access any customer data. Inmates 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 visiting a DMV office.

Anyone who calls in with a question pertaining to customer information, they are transferred to a civilian DMV employee.

The men’s Arthur Kill Correctional Facility on Staten Island also operates a DMV call center, between the two, one million calls are expected yearly with a savings to taxpayers of $3.5 million annually.

In addition to saving money, officials said it will provide job skills for participating inmates.

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