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October 24, 2014, 2:48 am
970 WMAY News

Call Center Consolidation Causes Major Problems


The consolidation of 20 Illinois State Police call centers down to just four has run into some glitches.

 

The Southern Illinoisan newspaper reports that the Du Quoin center… which now fields calls that had previously been handled by four separate centers… suffered numerous technical problems this week that at times left the center without phone service, caller I-D, or GPS services.

 

AFSCME says Du Quoin and other centers have also been plagued by understaffing, leading to long overtime shifts for many workers. The union has criticized the consolidation, which was implemented as a cost-cutting move. AFSCME says the centers will be overworked and unable to provide timely response to people seeking State Police assistance.

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