We are among the leading customer service outsourcing companies and provide call center services for state, local and federal / central government agencies, divisions and departments to facilitate communication of benefits, programs and services to citizens, constituents and residents, and resolve any enquiries.
Outsourcing citizen or constituent communication to Invensis gives your agency's employees time to deal with mission-critical public issues. Our multi-channel contact center works round-the-clock and we are capable of handling communication responsibilities both during your department's working hours and after-hours as well. With support for phone calls, web via live chat, mobile SMS / text and self-service IVR, you can be assured that citizens who want to connect with your division get clear information when they need it.
There could be times when the demand for information from your agency increases, such as for the Department of Public Health when a health-related problem occurs. Whether these periods are seasonal / cyclical or rare, your government agency can be prepared to handle any increase in the volume of interactions with the support of Invensis as your outsourcing partner. We have the capability to ramp up our resources, in terms of contact center professionals and technology, to ensure that the level of citizen communication services rendered is consistent and of high quality.
Citizens need to know that the government cares about their welfare, and that is why we take up the responsibility of communicating to citizens on your behalf with utmost diligence and integrity. We understand the importance of being the voice of your agency, and our professionals are rigorously trained to communicate with sensitivity and courtesy in every conversation. As an ISO 9001 certified company, we maintain high quality standards in every outsourced project, and ensure interactions that take place via inbound or outbound channels are closed in an optimal and satisfactory manner.
Outsourcing customer service to Invensis ensures that all of your end-to-end requirements will be satisfied. We manage both inbound and outbound communication with citizens, across multiple channels, saving you the hassle of dealing with numerous vendors and ensuring the same consistent message goes out from all of them.
Having the right technology to connect with your constituents or citizens at your fingertips delivers process efficiencies by saving time and cost. Invensis employs the latest call center technology to ensure that inbound and outbound interactions are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.
With the aid of contact center metrics and regular reports, you can take informed decisions about your citizen connect strategies. We provide Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, which give you visibility and control throughout the outsourced call center outsourcing process.
As an ISO 27001 certified organization, we adhere to stringent data security measures in our call center operations and will safeguard your confidential information at all times.
Contact us today to find out how Invensis "Call Center Services"
can enable your business to achieve process efficiencies and accelerated growth.