Federal agencies often grapple with high call volumes and complex citizen inquiries while facing budgetary constraints. Our outsourced federal call center offers a cost-effective solution to manage the influx of citizen calls, freeing up agency resources to focus on core missions. We provide expert call handling and advanced technology to ensure efficient and compliant service delivery.
Our Federal Call Center Services
Our call center agents are committed to delivering exceptional federal customer service. With a deep understanding of government regulations and a focus on citizen satisfaction, our team efficiently handles a variety of inquiries and requests. We specialize in four primary call types:
Our call center agents are experts in delivering exceptional federal customer service. With a deep understanding of government regulations and citizen expectations, they efficiently handle a wide range of inquiries, requests, and feedback. To fulfill these needs, our agents specialize in the four call types, as described below:
- Information Request: Callers receive accurate and timely information about federal programs, services, regulations, and agencies from our agents.
- Referral (Directory Assistance): Citizens and callers are transferred to the appropriate personnel within the specified federal agency or department.
- Service Request: Callers provided the needed information for our agents to submit service requests to the relevant agency for resolution.
- Feedback: Our agents record citizen feedback, compliments, and complaints and submit them to the appropriate channels for review.
Our comprehensive call reporting provides valuable insights into call center performance and helps federal agencies make data-driven decisions, allocate resources effectively, and identify trends and areas of improvement for enhancing the citizen experience . Key metrics include, but are not limited to:
- Number of Calls (Inbound, Answered, Missed, Abandoned)
- Average Wait Time
- Average Talk Time
- Average Hold Time
With our outsourced call center, we tailor our solutions to meet the unique operational demands of federal agencies. We offer a range of flexible support options to align with your specific needs and budget:
- 24 Hours/7 Days: With this tier, you provide continuous coverage for critical services requiring round-the-clock assistance. This option is ideal for high-security clearances, emergency response, disaster relief, and critical infrastructure operations.
- 12 Hours/7 Days: If your agency experiences fluctuating call volumes, our 12/7 tier can provide extended coverage for weekdays and weekends to accommodate peak call volumes. This option is ideal for agencies with expanded service hours to accommodate citizens working various shifts, increased accessibility, and improved customer satisfaction.
- 8 Hours/5 Days: For agencies with predictable call patterns that only need support during standard business hours, our 8/5 tier is a cost effective option that allows you to hone in on supporting core business operations.
Turnkey Solutions offers comprehensive support for federal agencies establishing new call or contact centers. Our expertise spans technology, processes, metrics, and workforce development. We help you:
- Procure and implement the needed call center technology
- Develop efficient call handling processes
- Establish key performance indicators (KPIs)
- Build and train high-performing agents and management teams
Whether you’re launching a pilot program or creating a large-scale call/contact center, we provide the guidance and support needed for success.
Our expert team can evaluate your federal call or contact center’s performance and identify areas for improvement. We provide in-depth assessments, benchmarking, and recommendations to optimize operations and enhance citizen experience.
Our services include:
- KPI development and target setting
- Process optimization analysis
- Training needs assessment
- Benchmarking against industry standards
How Does It Work?
Step 1: Citizens, and/or employees call into the agency for information or service.
Step 2: One of our trained agents answer to fulfill an information, referral, service, or feedback request.
Step 3: When needed, our agents input caller requests and data into your system and forward it to the right personnel.
Step 4: The right personnel receive the system data to fulfill the request and are able to input any data our agents need to see.