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Capabilities

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

  • SMS Text Messaging 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  barbara.walton@gsa.gov.

 

CONTACTS

Barbara Walton
(202) 208-0568


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