The PSC Customer Contact Center provides dedicated centralized support for all federal agencies and the public through toll-free numbers, email, interactive voice response, and a self-service Web portal. The Customer Contact Center provides consistent service levels, responses, and resources to assure the needs and expectations of customer agencies and the people they serve are met.
Services offered include:
- Toll-free calling using the Customer Contact Center number or a toll-free number of the customer’s choosing
- Fully staffed Contact Center (bilingual customer support service available)
- 24/7 self-service Web portal allows customers to search the same vast knowledge base used by our Contact Center staff
- Interactive voice response system routes incoming calls and provides unattended services including voice mail, special announcements, and pre-recorded messages
- Email support with trouble-ticket compatibility featuring immediate email acknowledgments, predefined email templates for auto-responses, and ability to redirect emails to the Contact Center automatically from any source
- Weekly and monthly executive and operational reports summarizing performance metrics and analyses of call and email patterns
- Automated customer satisfaction surveys for callers through the telephone keypad
- Systematic approach to preserving program knowledge, developing competencies, and tracking trends
- Benchmarking against other contract and industry standards
- A secure environment monitored for systems and personnel compliance
- Rapid set-up time – the ability to stand up new agencies/programs within eight (8) weeks
Offered to:
All federal agencies
Performance:
85% of calls will be answered within 30 seconds.
5% or fewer calls will be abandoned (hang-ups or dropped calls).
98% of emails will be answered within one (1) business day.
99.9% of the time, the Contact Center will be available during operating hours.
90% of customers surveyed will be satisfied with their Contact Center experience.
Rate:
By agreement per customer
Contact:
301-443-0866; kathy.cooper@psc.hhs.gov
