Contact center outsourcing solutions for government agencies and municipalities
A Passion For Improving The
CRI supports government organizations that embace technology to create a better experience
for those they serve. With a proven track record and demonstrated results,
CRI is a trusted partner you can rely on.
Set a new standard in contact center customer care
When it comes to the public sector, citizens expect to receive the same level of customer experience that the private brands have been delivering for decades.
What often stands in the way of your agency delivering great contact center support – budget constraints, outdated or incomplete IT capabilities, lack of flexibility and resources – are the very things private companies can deliver at scale.
Get results fast through a strategic partnership with CRI
Outsourcing your contact or call center needs to an industry veteran with proven experience, like CRI, allows you to:
- ramp up your initiatives fast,
- deliver superior customer service in multiple languages and
- do so through various communication channels that your customers are comfortable using.
Solutions in Action
Contact and call center services that support your agency’s customer care initiatives
- Federal emergency disaster relief
- Claims and application processing
- Documentation validation
- Dispute resolution
- Inbound customer service
- Outbound call center
- Call center overflow
- Text, email and social media customer service
- Scripted information dissemination
- Emergency hotlines
- State healthcare exchange support
- Technical support and help desk
- Administrative and back-office services
- Government-sponsored rebate and other programs
- Debt collection
Indian Health Board
What You Can Expect from Us
With CRI Business Solutions, you get an experienced contact center support solution including the hiring and training of staff, implementation, and ongoing project management of operations.
Trained US-based agents
Time-proven standards behind our success
CRI managers and supervisors possess the knowledge and professional experience critical to providing quality leadership for your contract and ensuring top-performing results.
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.
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.
Data Security and Analysis
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.
Outsource smarter. Execute with confidence.
10 Reasons to choose CRI
What started in 2002 as a service-disabled, veteran-owned small business has since grown to become a large government contractor, small business mentor, and recognized industry leader.
With headquarters in Lowell, Arkansas, and an office in Washington, D.C.-metro, CRI operates multiple call centers across the U.S. with hundreds of skilled employees.
With seven years of experience operating heavy contact volume programs, we have been trusted with call center support by the Department of Education, Department of Veterans Affairs, General Services Administration, Small Business Administration and Missouri Higher Education Loan Authority.
- Call center and application process experience
- Operation expertise and infrastructure
- Federal guidelines and security adherence
- Proven fast start-up process
- Flexible and scalable capabilities
- Knowledgeable leadership
- Custom agents training
- Agent motivation and performance program
- Innovative and solution-focused
- Omnichannel contact center capabilities
$750 billion distributed under SBA Paycheck Protection Program
As a call center contractor with SBA, CRI was responsible for fielding tickets or calls, assisting applicants with the application process, reviewing applications for payment corrections, and confirming the accuracy of deposits.
1.5 Million Calls Handled Per Month
For the U.S. Department of Education, CRI call centers handled more than 1.5 million calls per month assisting student loan borrowers with loan refinancing applications and customer service.
36 Hour Staffing Turnaround for SBA
Trained and reallocated 100 employees within 36 hours’ notice to fulfill new contact center need, demonstrating our ability to meet special, ad hoc client needs.