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Call Center Management - Technical Support

Challenge:
In need of call center support, this government department provides information technology and communications support to the upper echelons of United States government. Because of strict communications requirements the government has in place, subcontracting as a private call center can be difficult due to the highly technical and wide variety of work.

Solution: The agency signed with a large, prime contractor and its partner Xerox for call center information services management. Due to the complex, sensitive information associated with most government agencies, all staff members had to undergo thorough background checks and be granted the appropriate security clearances.

Results: With the new employees trained, the fully staffed call center resumed operations with no service gaps. The extensive training program has permitted the staff to successfully resolve issues before passing them along to more technical, higher level staff members, freeing up senior personnel to focus on high priority situations and ultimately saving money.
  • Government
  • Customer Care
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