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Call Center Management - Tactical Support

This government agency manages all public land in the United States. To help manage call volume, the contact center hired temporary staff. However, recruitment and training for the staff took too long to establish and employee support faltered during the spike. The agency knew that they needed an effective contractor who could handle technical claims on an oncall and virtual basis.

Solution: In 2008, the agency partnered with a large global technology company and Xerox as the subcontractor to provide surge support for their employee call center. Shortly after we won the contract, we successfully rolled out the plan, which included partnering with a local business unit that would be available within minutes.

Results: Since implementing our innovative surge plan, we were able to increase call center staffing by 400 percent when necessary. During the increased volume, 90 percent of calls were answered within 40 seconds, significantly lower than the industry standard of 60 seconds. Response times on email or web requests are an hour.
  • Government
  • Business Process Outsourcing
  • Customer Care
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