When emergencies occur, government agencies need to respond quickly. This is a challenge, given slow-moving procurement and staffing procedures and the need to comply with government security requirements. The limited lead time inherent in an emergency creates additional pressures, such as putting the necessary technical infrastructure in place; defining and implementing the appropriate business processes; screening, hiring and training qualified personnel; providing an energy-efficient, eco-friendly work environment; and competently and professionally serving the needs of the affected populations. After the need passes, the government then needs to decommission the contact center as quickly as possible.
Our approach
The EDS rapid response CCO offering leverages our people, processes and technology to make your services available to your customers in the most timely and accurate manner.
Our agents are prescreened, talented, motivated, mature and available to handle your calls, resulting in reduced customer wait times and improved call resolution rates. Our flexible staffing plan, coupled with our pay-per-use pricing model, means the operators are standing by, but you are charged only for the calls they take. Our use of at-home agents to cover unexpected spikes and off-hours calls reduces the burden on our roadways and on the environment, and it reduces the physical footprint of our traditional facilities. This adds up to lower costs to you and a lower impact on the environment.
EDS’ processes are time-tested and constantly improving, and we adapt them to meet your needs. Ffrom our handling and resolving calls to coaching our agents, and our quality control and audit functions, EDS ensures your needs are skillfully and effectively met.