Services Provided

Current Call Center services include:

• Inbound/Outbound scheduling and appointment setting
• Outbound information and referral
• Inbound Technical Support Helpdesk
• Customer satisfaction and data collection surveys
• E-commerce support (email inquiry, order management,        
   order fulfillment)
• Switchboard operation
• Mailroom processing and fulfillment
• Printing
• Business Intelligence reporting
• Database development and reporting
• Work from Home office space
• Customized Customer Service Training

Call center services scale-up based on customer need. CSC’s Call Center has a network of leading information technology, software, and telecommunications vendors that allow us to meet project requirements.

PARTNERS IN SUCCESS

CSC’s Call Center has provided services to the following agencies and organizations: 

• Cuyahoga County Board of Elections
• Cuyahoga Job and Family Services
• Ohio Department of Education
• Ohio Department of Health
• Ohio Department of Medicaid
• Ohio Department of Taxation
• Ohio Secretary of State
• TourismOhio

CASE STUDIES

CSC’s Call Center “improves the front door” of its clients’ operation. Staffed with trained, skilled and empathetic professional agents, we engage your callers and efficiently and effectively provide them with services and information you specify and they ring off thinking they were talking to your staff.

Problem

Long lines at CJFS Neighborhood Family Service Centers and desire to improve customer service

Solution

CSC and CJFS created the Cuyahoga Benefits Application Hotline. By dialing 216-416-4440 callers can enroll in medical benefits, renew their medical benefits, request food assistance or emergency cash. With little to no marketing the hotline has exceeded anticipated usage by 4x. On average callers wait less than 1 minute for service and self-rate their satisfaction with the service at 94%.

Problem

Unacceptable 40 minute hold times, complaints about customer service, aging telecom infrastructure and high cost to operate.

Solution

CSC and Ohio Secretary of State created the Business Services Helpdesk. Month after month CSC is achieving an average wait time of less than 1 minute and customer’s self-rate their satisfaction at 95%

“I want to say that your staff is efficient and very professional. They are example of how a government office should be run and I thank them.”
-Customer quote 2/19/2016

Problem

Strategic initiative to transition from paper to electronic applications. In-house efforts resulted in high levels of customer frustration (including negative comments on social media) and poor customer service.

Solution

Ohio Department of Education expanded CSC’s existing contract to support My Educator Profile – the online licensing software used by all licensed educators in Ohio to apply or renew their license. 73% of all educator inquiries now handled by CSC. Average caller waits less than 1 minute for assistance or 1 day for an email response.

“I can see you know your facts & details. You have been wonderful. I appreciate your help, and thanks for spending time with me!!!”
-Customer quote 7/13/2016

Problem

In 2015 the Ohio Department of Taxation launched a fraud prevention program. Instead of automatically receiving a refund, 1.9 million Ohioans would have to verify their identity. ODT faced significant uncertainty.

Solution

ODT hired CSC to handle “overflow” calls that their in-house call center could not handle. CSC handled 150,000 calls in a 4 month period with an average wait time of less than 30 seconds with better service levels than the in-house team. ODT prevented $256m in illegitimate refunds with no negative news headlines for customer service – unlike the IRS. Program was so successful it is now year round and continued in 2016.

“I wanted to thank you for all the great service this tax season. The partnership has again proved to be very valuable.”
-Agency quote 5/9/2016