Government Customer Care Services
For government clients around the world, we provide the facilities, people, process and multichannel technologies that deliver increased customer satisfaction across every channel, every time.
Today’s citizens have come to expect the same level of service from both the private and public sectors. While the private sector was quick to react to the changing needs and expectations of its customers, the public sector has been slower to respond. Our Care Services team leverages the same integrated platform of people, processes and technology that has helped leading organizations in the private sector build customer value and applies it to the public sector. Using a blend of direct interaction, self-service, online support, social media and collaborative techniques, our solutions deliver a consistently exceptional experience to citizens across the globe. And with the support of our secure, proprietary workforce management technology, our Care Services solutions are guaranteed to drive higher citizen satisfaction – at a lower operating cost.
Our Technical Support programs enable our clients to quickly and precisely assess citizen support needs. We can augment your existing support structure (and lessen the burden on higher support tiers) during major government events or transitions. Our associates are backed by robust social knowledge engine platforms, driving higher first contact resolution rates and elevated customer satisfaction scores.
Featured Case Study Data
One of our government clients needed to deploy a skilled temporary workforce of more than 4,000 associates to provide live technical support during a digital transition. The result?
- Deployed 4,500 resources in 12 delivery centers around the U.S.
- Secure data integration and routing strategy allowed us to support calls in 115 languages
- Responded to almost one million inquiries and support requests
- Despite extraordinary high call volumes, the average wait time remained under five minutes