Supplemental Staffing for Paid Family Leave (PFL) Programs
We are an experienced supplemental staffing provider
Our enterprise has decades of experience delivering large-scale customer service solutions to federal, state, and local government agencies. We employ thousands of contact center professionals across the United States, enabling us to staff and scale to meet your program’s changing needs. Our solutions are highly flexible and configurable, so we can implement rapidly to provide you and your constituents with the assistance you require. Our agility and broad expertise are reflected in the variety of programs we support, including these…
We partner with departments of labor in two populous states, providing dedicated PFL contact center teams and technology that deliver high-quality experiences while enabling agency staff to focus on other, more strategic efforts.
We provide primary inbound call center support for two taxation-related programs in one of the nation’s most populous states. One program gives a credit to qualified taxpayers for next year’s property tax, and the other reimburses any property tax amounts exceeding the original assessment. We advise taxpayers of qualifications, declinations, and in some cases, the need for call escalation to our client.
We provide overflow taxation call center support services for one of the nation’s ten largest cities. Agents respond to taxpayer inquiries timely and efficiently, helping individuals and businesses meet their tax obligations and understand the basis of enforcement actions. Agents are accountable for providing accurate information, delivering a positive taxpayer experience, and ensuring residents know their taxpayer rights.
We provide high-volume call center services for state unemployment insurance (UI) agencies.
Our supplemental staffing expertise and agility can transform your program’s CX
While we are experienced in contact center solutions, our passion is CX. Our staffing goal is to have dedicated, cross-trained agents ready to meet the peaks and valleys of your program’s volume fluctuations.
As spikes occur, our "bullpen" staffing structure ensures flexibility and optimizes responsiveness for your constituents. With little notice, we can redirect existing staff where needed, increasing or decreasing the team dedicated to your program.
Our plan to provide you with flexible resources starts with a firm understanding of your program requirements and a deep analysis of anticipated program trends.
We are here to help
We base our customer service and contact center solutions on industry best practices, and we believe genuine partnership and collaboration are essential to our clients’ success in these dynamic, challenging times.
Customer service is at the heart of who we are and what we do. In fact, our corporate mission is, “To enhance the financial success of our customers by delivering innovative solutions and insights with compassion and personalized service.” We deliver on this commitment to hundreds of clients and tens of millions of constituents annually.
Transform your CX
Whether they are interacting with your agency or a trendy retail brand, your constituents expect a seamless, modern experience. Mobile everything. Same-day delivery. Always-on communication. Step-by-step navigation. Total privacy protection. These are their expectations, and they are changing daily. To achieve your mission, your program must keep pace … while knowing more, doing more, and delivering better service, all within strict budget limits.
We can help, with agile, end-to-end supplemental staffing solutions that deliver exceptional CX at a reasonable cost.
Contact us today to discover how our supplemental staffing solutions can transform your paid family leave program’s CX.
