Every day, millions of people reach out to government agencies to get help, find information, or comply with legally regulated requests for information. It is critically important that these departments be well staffed and able to assist in a timely manner. That’s exactly why most departments have their own in-house or outsourced contact centers.
Running a call center can be extremely complicated, even in the best of situations, but working with government information is especially complex. Issues like the need for privacy, confidentiality, compliance, and expertise mean that citizens demand more from the support agents they speak with, both before, during, and after they call. Even a single transgression can lead to serious, irreparable harm or even a multi-million dollar lawsuit.
Don’t take risks with your government call center. DATAMARK’s Government Contact Center Consulting services provide guidance and support to ensure full compliance and top-tier citizen support, no matter what department you operate in.
Actionable Solutions with Real Results
Government call centers cannot simply enact changes on a whim; every area of related legislation and law must be considered first. Unfortunately, this can make the process of optimizing workflows and processes in-house slow and stressful. This is especially true if operations management lacks experience working in the government sector.
At DATAMARK, we have nearly 28 years of experience working with government offices and departments all across the country. We use this experience to improve citizen calling experiences, lower call times, improve efficiency, and even cut costs for departments without sacrificing quality of service.
Working with DATAMARK’s Government Contact Center consulting experts isn’t like working with any other operations team. We get you real results by eliminating bottlenecks, all without putting you at risk of compliance or regulatory issues along the way. From training and hiring bondable staff to managing your call center’s day-to-day operations, you can trust our advice to work for you.
Support for Multi-Channel Communications
Some companies only provide advice for over-the-phone contact center channels; at DATAMARK, we believe this is an unnecessarily limited approach. We’re proud to offer consulting services for nearly all currently available support channels, including telephone, email, web chat, ticket submissions, social media, and more. Let us help you build a new multi-channel system from scratch or optimize your current setup to become more affordable, effective, and intuitive for callers and staff. Seamless integration and flawless inter-departmental transitioning can improve the quality of service you provide to each and every contact, every time.
Bilingual Government Contact Center Support
Millions of American citizens speak English, but a significant number speak Spanish as well. Still others speak both languages. The need for bilingual contact center support options is especially high in the government sector; without it, accessing critical government services can become difficult or even downright impossible.
DATAMARK’s consulting experts have experience providing world-class bilingual support in multiple languages. We specialize in providing and consulting on English/Spanish support specifically as these are America’s two primary spoken languages. However, we encourage government contact centers providing services in other languages (including translation services) to contact us. We’ll work closely with you to get you the results you need.
Consulting for Contact Centers with a Global Reach
Some government departments aren’t limited to providing support on home soil. Embassy contact points, international relations offices, and immigrations support services may accept calls from points all over the globe. DATAMARK enjoys a worldwide presence with offices found all across the globe, making it easier to help you closer to where your callers or current contact centers already are.
We have core offices in:
Have a government call center located near these areas already? Local offices can provide direct assistance, outsourcing options, and opportunities to lower the cost of labor associated with your contact center.
Is your government call center located elsewhere? DATAMARK’s Consulting service for Government Agencies will come to you. We provide temporary consultation placements and long-term, ongoing partnership placements that let us work for your government agency for years to come. See the DATAMARK difference first hand by reaching out to us today.
How Call Center Consulting for Government Agencies Can Benefit Your Organization
Making the decision to bring in outside consultation isn’t easy, especially for government agencies where every penny counts. We’re grateful for the many governmental departments who trust us to guide them in improving contact center operations. If you’re curious about the benefits of partnering with DATAMARK, the information below will help you better understand the benefits.
Faster Resolution of Operational Inefficiencies
It can be difficult to spot and resolve operational inefficiencies within the same environment you work in and manage every single day. A fresh, neutral perspective can help you overlook personal or managerial bias to more accurately identify where changes are needed most. It also ensures a helping hand when your own staff are simply too busy with daily operations to focus on strategy or optimization.
DATAMARK’s consultants are highly trained and focused. We use Six Sigma strategies and innovative Total Quality Management techniques to address every level of operation. From agents on the floor to human resources, operations, and even site management, we are better able to gain a clear, consistent idea of where your most pressing issues lie.
Get to the bottom of bottlenecks and achieve true efficiency faster with DATAMARK’s expert consultants by your side. Government agencies who work with us cut costs, reduce stress, and create better working environments, too.
In addition to Consulting, DATAMARK is also proud to offer a long list of other complementary solutions for government agencies. Choose from:
Make your contact center work for your government agency, not the other way around. With DATAMARK, you can cut inefficiencies, improve adherence to your budget, and provide the best possible level of service to callers and contacts, all within a few short months. Contact DATAMARK now at 800.477.1944 to inquire.
DATAMARK has over 25 years experience in business process services and know what governments need for their contact centers.
DATAMARK's worldwide presence makes time and language less of a barrier for our government business partners.
DATAMARK knows that maintaining seamless image is important to the security and integrity of government agencies. We promise that all agents we hire will maintain the face of your organization and provide government-level customer service.