Government & Public Sector

With today’s expectations for full-cycle customer interaction from government agencies and other public sector groups, more and more are discovering that it is not only cost effective – but profitable – to outsource certain non-core competencies, particularly those dealing with customer contacts and relationships.

By outsourcing functions such as customer relationship management, 24/7 back office processing, order entry, order provisioning, data provisioning functions and other call center needs, government agencies can avoid spending millions of dollars to hire, train, and manage staff.

Using outsourcers provides them the benefits of the latest technological advances in human and information technology without making expensive investments with an in-house infrastructure.

Not only that, government agencies that outsource the customer relationship management function become far more customer service oriented. In addition, by outsourcing to Open Teleservices a minority owned business; government agencies are able to satisfy their DBE requirements efficiently and productively.

Outsourcing the customer contact center enables government agencies to:

• Reduce costs
• Improve service levels
• Improve speed-to-market
• Provide better control of customer support peaks and valleys
• Eliminate many up-front capital costs
• Improve customer loyalty
• Provide outbound and inbound delivery programs
• Expedite application processing & collection
• Employ the latest in new customer acquisition and retention

Outsourcing the CRM function ensures:

• Quality Assurance Process
• Call monitoring and scoring
• Call recording and storage
• Accuracy of customer demographic data
• In-language collections and scheduling services
• Six Sigma approach
• The smooth melding of different systems
• A human interface for back office processing, customer assistance and online applications 24/7
• Interface with legacy systems
• Manage both existing and potential customer relationships in all areas
• Transparency between the client and the customer relationship manager