Contact center outsourcing solutions for government agencies and municipalities

The quality of service your agency offers is only as good as its people. We embrace the challenges that come with recruiting, training and retaining call center personnel. Our agents pose the right skill set to deliver a high level of performance and be successful at their job, providing excellent articulation and comprehension, computer literacy, and good work habits. They are trained in the areas of telephone etiquette, customer empathy, listening skills, industry and product knowledge, and problem identification and resolution.

CRI managers and supervisors possess the knowledge and professional experience critical to providing quality leadership for your contract and ensuring top-performing results.

A superior level of service requires a proven process that streamlines service delivery and improves the customer experience. As an ISO 9001:2015 certified organization for our Quality Management System, we are skilled at delivering services based on several quality management principles, including leadership, operation, process approach and ongoing process improvement.

CRI provides a contact center solution that adapts to our client’s procedures and includes personnel and project management. Get fast start-up support and ongoing operations management that allows your staff to focus on other areas of day-to-day work.

Our experience of providing federal, treasury-funded call center and loan application support has taught us the importance of agility and innovation. Our process has built-in flexibility to react quickly and efficiently to a changing environment that often comes with government contracts or any workforce challenge. We can manage staff on our site, at the client’s site or through remote staffing.

Upgrades and maintenance of technologies are some of the biggest expenses for government agencies. The federal government spends the majority of its IT budget on the maintenance of legacy systems rather than developing, modernizing and integrating new technologies.

We take this burden away by offering the latest systems and platforms needed to operate a call center most efficiently and with the highest customer satisfaction. We invested in the infrastructure of data centers and cloud platforms, providing data services housed in a combination of Tier 1 Data Center and flexibility of cloud storage built to meet growing demands for Disaster Recovery and High Availability.

All platforms and applications have redundancy built in to safeguard against most failures and consistently perform at an average of 99.95% uptime. CRI is audited annually and is certified compliant with HIPAA, GLBA, ISO 27001, NIST 853, FISMA and PCI-DSS.

Our experienced IT professionals support a range of technologies required to handle the volume of calls and inquiries through various channels. And you will have 24/7 access to our Support and Incident Management services with live support and on-call personnel.

In the digital age, data breaches are common across all industries, including government departments and organizations. We are here to protect your agency’s reputation and help the public feel confident in sharing personal information necessary for successful case resolution.

CRI is certified in ISO 27001:2013 for Information Security Management Systems (ISMS), which shows our commitment to managing the security of data and other assets entrusted by our customers.

We are a TechLock Certified Service Provider which means our operations currently meet all required federal data security standards, including obtaining an Authority to Operate from the U.S. Department of Education.

We have developed compliance standards and protocols to fulfill federal, state and municipal regulations and directives. Additionally, we strive to meet clients’ specific contracts and work requirements.

The success of your customer experience program can’t happen without the availability and analysis of data. An integrated analytics platform offered by CRI allows our customers access to real-time monitoring and reporting tools. Armed with actionable data, you can make highly informed management decisions faster, accurately plan future initiatives based on historical insights, and achieve better overall performance with enhanced efficiency.