A civilian federal agency is committed to serving all of its varied customers, from consumers to corporations, with quick, efficient answers to pressing questions. Their Contact Center is a key element for achieving this goal, enabling users to interact with the agency via chat, text, email, and phone. This innovative program needed to be stood up quickly, requiring expert support with staffing, processes, reporting, and technology.

KGS quickly recruited and onboarded personnel and trained them to begin supporting customers within weeks. The KGS team ensured service level agreements (SLAs) and performance goals were met, with the Center effectively handling high volumes of calls from the start. Also, KGS launched a development team that used Salesforce Lightning, enabling the Center to evolve to meet new demands.

As a result of KGS’s expert support, the average speed of answer for chats phone calls shrank by 95 percent, resulting in a 75% increase in service levels. SLAs were regularly met or exceeded, and quality assurance scores surpassed expectations, consistently reaching 97 to 100 percent. The Contact Center is now a prime example of how to deliver exceptional service to constituents and stakeholders.