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.
Last Reviewed: 2019-07-31
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