Call Center/Contact Center Support for States

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In an economy with a growing demand for services and heightened expectations for expedient and quality service delivery, States continue to look for administrative improvements to improve service delivery to their citizens. One of the most common forms of interaction with Supplemental Nutrition Assistance Program (SNAP) clients is the telephone. In many States, these calls come directly to case workers who interrupt their work to serve clients. State officials are asking: Would a call center alleviate some of the pressures on local offices in my State? What do I need to have in place to provide good customer services in a call center?

08/01/2011