Capabilities

USA Contact offers a full range of contact center services capabilities, including answering telephone and e-mail inquiries, establishing automated responses (IVR) and enhancing web capabilities.

Answering Telephone and E-mail 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, e-mail USAContact@gsa.gov.