Call Center Management Featured Article
HP Helps USCIS Enhance Call Center Management for Immigration Assistance
These days, efficient call center management is key in customer-facing industries of all kinds. Even though we tend to think of the call center as a place of communication for customer-company relationships, the call center is also integral when it comes to government-related processes like immigration.
In order to better manage call centers for citizenship applicants and those in need immigration assistance, HP Enterprise Services has been awarded a task order valued at $220.5 million by the U.S. Citizenship and Immigration Services (USCIS), a Department of Homeland Security Department bureau.
"Immigration services is commonly the first experience a potential new citizen has in dealing with the U.S. government, so agents must be informed, professional and expedient," said Marilyn Crouther, senior vice president, general manager, U.S. Public Sector, HP Enterprise Services, in a statement.
So, HP will provide customer engagement management services for the USCIS National Customer Service Center. The technology giant is leveraging processes to recruit, hire, train and manage over 200 contact center professionals in multiple locations to address questions related to citizenship and immigration by phone, with the potential to add channels e-mail and chat.
Today, as such a well known technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to solve customer problems. So, its expertise will improve service center quality and efficiency in answering questions and resolving issues, while at the same time, enhancing the customer experience.
"HP fully supports the bureau's focus on bringing USCIS closer to the public and providing effective outcomes for those who call for assistance,” continued Crouther.
HP expects to field more than 150,000 calls per month with questions relating to the process for citizenship applications, description of immigration benefits and the status of applications. All contacts made through the call center will be managed using Microsoft (News - Alert) Dynamics CRM, Microsoft's customer relationship management solution, to ensure that workers have access to the right information.
To undergo this call center management initiative, HP will utilize a great deal of its products in its call center, including HP ProLiant DL380 Generation 7 (G7) servers, HP MSR30-20 routers, HP 5500-48G-PoE EI switches, HP ProBook 6560b notebook PCs powered by Intel (News - Alert) processors and HP LaserJet M9040 multifunction printers.
Edited by Allison Boccamazzo