Call Center

CSC’s Call Center launched in 2010 to provide call center services to Ohio’s government agencies. Excellent service delivery propelled rapid growth. The Call Center now has a workforce of 70 representatives with all abilities. Over 500,000 calls and 50,000 emails are handled each year with measurably excellent levels of customer service.

The Call Center excels at helping customers improve customer service to their constituents while providing meaningful training and employment opportunities for people of all abilities. 

We focus on excellence in everything we do.

We strive to provide excellence in every facet of our business. From the individuals we hire to the caller interactions we provide, we pride ourselves on operating with the highest quality service. Our customers expect and depend on it. Our turnover rates are incredibly low compared to industry averages because we hire capable employees, take the time to train them well, and support them in making every interaction meaningful. Because of these high retention rates, our agents can learn and perform more complex work with better results.

Our services are measurable. 

We don’t shy away from feedback. On the contrary, we embrace and value it. We conduct regular caller surveys and utilize qualitative and quantitative assessment tools to help us continually grow and improve our training and operations. We regularly deliver on all contract metrics, and consistently achieve 90 to 95 percent caller satisfaction scores, compared to other call centers who hope to achieve 60 percent on average. 

We are inclusive.

A quality call begins with quality people. Our employees are diverse, coming from many different backgrounds and locations nationwide. They have all had to navigate government bureaucracy at some point in their lives and know the value of a good call. We strive to build teams that encompass a wide range of skills, perspectives, and abilities, to meet the customers we serve where they are. We want to help all callers feel understood and supported. 

Learn more about the services provided.

Ohio Secretary of State Frank LaRose said this about the work CSC’s Call Center does for his office and those conducting business in Ohio. 

“Good customer service is essential to our office. Today I had a chance to meet some of the professionals who make that happen. Cleveland Sight Center allows [individuals of all abilities the opportunity] to find meaningful, competitive employment. They do an outstanding job!”