USA Contact 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
Five levels of customer service response skills
Multi-language support
Emergency response and 24 x 7 support available
Rapid ramp-up/ramp-down
Relationship management
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
Furnishing Automated Responses to Citizen Inquiries
Traditional Interactive Voice Response (IVR)
Voice recognition/text to speech technologies
Self-service answers to frequently asked questions (FAQ's)
Routing calls to the most appropriate destination -- call center or agency
Automated callback service
Voicemail services
Automated outbound dialing campaign
Automated email delivery
Automated fax-back/fax-on-demand service
Enhancing Your Web Capability
Hosted FAQ's service
Knowledge Management/Content Management
Hosted email Web forms
Hosted online ordering
Web text chat
Web callback
Supplementing Your Contact Center Capabilities with Additional Services
Publications distribution
Fulfillment Services for promotions
Postal mail
Voicemail and transcription services
Language translation services
Directory listing services
Customer survey automation
Special project support
If you have any questions or need additional information, contact carolyn.kaleel@gsa.gov.