Not Every Vendor Can Be a Government Services Call Center

The Government Services Administration is responsible for providing product and service suppliers and manufacturers to federal agencies. Only certain call center vendors have been assessed and accepted by the Government Services Administration to join their state-of-the-art, high quality list of accepted vendors and service providers.

Services Customized to Your Agency A GSA call center understands each that each federal agency has different regulations to follow. All live operators meet these regulations: approved vendors strictly evaluate each live operator based on how well they follow the federal agency’s script and how professional and polite they are to the consumer. Only the best live operators make it through 40 hours of specialized training. Trained agents take the lead in business telephone support by answering calls in 3 rings or less, with only 3% of calls lost or missed. Working on behalf of a government agency means that operators are often called upon to do more than answer and forward calls.

General Information Center. Many citizens call government agencies for answers to routine information. Your vendor can help answer common federal agency questions on office hours, government applications, website information, visiting instructions, and more. GSA call center live operators can answer virtually any citizen questions you require and can also transfer callers to different departments or federal agencies.

Tip/Crisis Hotline Support. GSA-approved vendor employees often are called to serve as a federal agency telephone tip and crisis hotline. GSA live operators receive leads on criminal investigation, antitrust violations, emergency and accident reporting, identity theft, disease control, and more. GSA live operators protect caller privacy; all caller information remains as anonymous as your agency requests.

Citizen Poll and Survey Center. Government Service Administration call center live operators conduct citizen satisfaction surveys, assessment surveys, questionnaires, and more. Your call center then sends the collected data directly to your agency or the third party analyst of your choice.

Multi-lingual Support for the Public. GSA approved vendors go above and beyond the call of duty to provide fluent, multi-lingual support for your agency. Live operators have a comprehensive grasp of English and Spanish languages, writing and speaking both with exceptional speed and skill. Well-spoken live operators seamlessly switch from language to language, speaking in friendly tones and voices. Most GSA call center employees are bilingual in English and Spanish, but additional language options are available by request.

Most federal agencies receive more calls from the public than government employees can handle. This is often slows customer service and is overwhelming for government employees. With the help of GSA approved call center services provider, government employees can focus on their workload while still providing great customer service to the public.