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Call Centers

A Community Service and A Valuable Employer Resource

For over 75 years, UNICOR has been operating factories and employing inmates in America's correctional institutions. Operating under a Department of Justice mandate to employ inmates in productive work, it is a self sustaining public corporation that receives no tax dollars.

After years of providing quality goods and services to federal agencies, UNICOR now has the authority to partner with private sector firms who are sending the work offshore, or in lieu of sending the work offshore. Companies expanding into new areas of business can also take advantage of UNICOR's unique outsourcing alternative. With more and more call center work being outsourced, UNICOR can provide call center support at a highly competitive rate, and do it right here in the USA.

Imagine... All the benefits of domestic outsourcing at offshore prices. It's the best kept secret in outsourcing!

A Partnership Based on Experience and Performance

Now, private companies and government agencies can outsource their call center work to UNICOR. In a nutshell: You provide the software, telcom, and training, and we'll provide the facility and labor. We have demonstrated our capability with real world results:

Inbound Directory Assistance

Our DA call centers have employed over 1000 workers, 7 days a week, handling all manner of Directory Assistance calls. We have averaged CHT of 35 seconds, an Abandon Rate of under 2%, and an ASA of under 5 seconds, our workers are comparable with any in the private sector.

Outbound B2B

Our Outbound B2B Call Centers have performed data scrubbing, lead generation, and profiling for some of the top companies in America.

Important Benefits for Your Call Center Needs

When you outsource to UNICOR / Federal Prison Industries, the benefits are very clear. We offer:

• Skilled operators
• Low labor rates
• Native English and Spanish language skills
• High security
• Locations throughout the country

By taking advantage of UNICOR's Call Center capability, you can let us address your simple, high volume, first-tier customer support functions, while your employees focus on the more complex, high-value operations.

UNICOR / Federal Prison Industries - Up to Date and Up to the Task

Our Call Center Program focuses on voice based services to provide order capture and order entry to the manufacturing, information technology and communications sectors, as well as voice based inbound customer and technical support. Call Center capabilities include:

• Credit card transactions through Interactive Voice Response (IVR) and Computer Telephone Interaction (CTI)
• Inbound Call Center services
• Outbound B2B sales support
• Fulfillment service
• Help desk service
• Vacation sales / travel industry

A Commitment to Quality and Security

UNICOR takes additional steps to insure that inmates can safely meet the security needs of any call center client. Inmates are not permitted to make calls to private citizens in their homes, and UNICOR carefully reviews potential inbound consumer call work to assure everyone involved that inmates will not have access to personal information. We will not accept any work if there is any question that we can meet all parties' security concerns.

The Best Kept Secret in Outsourcing

Whether you need outbound B2B or inbound call center support, UNICOR believes that we can be the ideal partner. We have the experience, we have the quality control, we have the cost-effective labor pool, and we have the facilities nationwide to offer a highly competitive alternative to offshore outsourcing.

Let's face it, outsourcing offshore can be a hassle. There are language barriers, varying monetary exchange rates, time differences, and simply visiting your call center can involve a transoceanic flight. When you outsource with UNICOR, your call center is located in the United States, and those issues disappear. Your company will enjoy all the benefits of a domestic operation, with the cost savings of going offshore. When you partner with UNICOR, your company is providing valuable job skills to federal inmates while it repatriates jobs back from overseas.

It's truly a "win-win" situation for all involved. Call us today and find out how UNICOR can become your #1 Call Center outsourcer.

• Highly skilled workforce
• Locations throughout the US
• Inbound Sales Support/Outbound B2B
• Native Language Skills

Click here for Call Center Case Studies:

For more information on outsourcing your call center work to UNICOR, contact:

Carolyn Sheedy, Program Manager
Phone: (202) 305-3717
carolyn.sheedy@usdoj.gov

Teddi Schoenfelder, Marketing Specialist
Phone: (951) 698-5406
teddi.schoenfelder@usdoj.gov

Please contact our Customer Service Center at (800) 827-3168 for any product inquires and billing inquires.