Contact Center Services

FirstContact: Capabilities

FirstContact offers a full range of contact center services capabilities, including answering telephone and email inquiries, establishing automated responses (IVR) and enhancing Web capabilities.

 

Answering Telephone and Email Inquiry Services Using Information Specialists

• 5 levels of customer service response skills
• Multi-language support
• Emergency response and 24 x 7 support available
• Assistance with forms and applications
• Responses to general inquiries (developed with agency input)
• Referral to the appropriate agency/expert as desired
• Research and response to complex inquiries
• Assistance completing forms or applications
• Fulfillment requests and order intakes
• Outbound calls as directed by an agency
• Customer feedback and satisfaction surveys
• Telephone services for the hearing impaired (TDD/TTY)
• Appointment scheduling services

 

Establishing Automated Responses to Citizen Inquiries via the Phone (IVR)

• Traditional Interactive Voice Response (IVR) and voice recognition/text to speech technologies
• Self-service answers to frequently asked questions
• Routing calls to the most appropriate destination– call center or agency
• Automated fax-back/fax on demand service
• Automated callback

 

Enhancing Your Web Capability

• Hosted FAQ's service to provide answers to FAQ's
• Web text chat
• Appointment scheduling
• Email Web forms
• Online ordering
• Web call back

 

Supplementing Your Contact Capabilities with Additional Services

• Publications distribution
• Fulfillment for promotions
• Postal mail and Email
• Voice mail and transcription services
• Language translation services
• Directory listing services

 

» Contact us, if you have any questions or need additional information about FirstContact.