Call Center Services for Government Agencies / Departments

As consumers experience exemplary customer service from private sector businesses, their expectations from the government agency or department that they have to deal with increases as well. With critical services being provided by your government agency, whether it is the form of benefits, social programs or citizen services such as passport processing, it is imperative that the people who require information from you are able to connect to you and get their queries answered.

Invensis Technologies, an expert Call Center Outsourcing Services provider, has over 20 years of experience in delivering optimized and cost-effective customer service to clients across the globe. We enable your government agency or department to streamline citizen interactions across inbound and outbound communications and provide them with a level of customer service that will satisfy their expectations.

Outsourcing to Invensis gives your state, local or federal agency access to a 24x7x365 multi-channel contact center with well-trained professionals and the latest call center technology. Our contact center takes care of key communication channels, spanning: inbound and outbound voice support, live chat, email management, mobile SMS / text and IVR (for self-service). With facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more features, our call center technology ensures that citizen interactions are uninterrupted and the right results are generated.

Call Center Services for Government Agencies / Departments

End-to-End Citizen Communication Services That Benefit Your Government Agency / Department

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.

How Invensis Addresses the Customer Service Challenges Faced by Government Agencies

24x7x365 Citizen Communication:

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.

Managing Increase in Interactions:

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.

Providing High-Quality Service for Citizens:

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.

Streamlined Customer Service through Single Vendor:

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.

Best-fit Technology:

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.

Data-based Decision-Making:

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.

Data Security:

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.

What Sets Us Apart

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Value-added Consultation

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Business Continuity Planning

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End to End Customized Services

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Scalable and On-Time Delivery

Invensis possesses deep seated capabilities to scale up services in accordance with changing requirements, ensuring the continuity and on-time completion of your project.

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