An accurate and detailed census data provides the information to the government, businesses and community-based organizations to plan how to allocate their resources and what services to provide the community. TeleTech Government Solutions, a subsidiary of TeleTech Holdings, Inc has engineered and launched a secure cloud telephony solution to enhance Census Response.
The company has launched a telephony solution to support approximately 8,000 call center agents across five call center outsource providers for the 2010 U.S. Census. TeleTech also provides custom-designed desktop applications, sophisticated workforce management tools, call recording and business intelligence across the 11 call centers supporting the project.
Under the contract of Lockheed Martin-led Decennial Response Integration System, TeleTech is providing these technology services for the census as a subcontractor to IBM (News - Alert). TeleTech supports will take care of inbound and outbound operations in 11 call centers nationwide to either answer questions from respondents about the 2010 census and the questionnaire or to call respondents to allow for more coverage follow-up. TeleTech is equipped with secure, VoIP infrastructure that will enable the 11 call centers to support up to 60,000 inbound calls per hour.
TeleTech is recuriting approximately 1,300 call center agents in the Stockton, Calif. and Kennesaw, Ga. call center locations who are skilled in six languages including English, Russian, Vietnamese, Chinese, Korean and Spanish and support an 18-hour day that spans from Puerto Rico to Hawaii. With the help of this solution, Census Bureau will be able to save the cost of sending a census taker door to door to follow-up with each household that fails to respond.
The 2010 Census forms began arriving in the mailboxes of 120 million U.S. households in early March 2010. People with questions about the form contact one of five census call centers through TeleTech's network where agents offer Telephony Questionnaire Assistance.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha's article, please visit her columnist page.Edited by Kelly McGuire