Contact Center as a Service
Contact Center Deployment, Staffing, and Management
Applying well-trained resources and innovative technologies.
Challenges Faced by Government Contact Centers:
State agencies often grapple with high call volume, complex inquiries, and the need to deliver exceptional citizen service. At HCH, we understand these challenges.
The HCH Difference:
We leverage innovative technology solutions alongside highly trained and dedicated agents to create efficient and empathetic contact centers. Here’s what sets us apart:
- In-Depth Client Understanding: We take the time to thoroughly grasp your specific needs and goals.
- Empowered Agents: Our agents are equipped with the best tools and comprehensive training to deliver exceptional service.
- Public Service at Heart: We cultivate a genuine culture of public trust and service excellence throughout our entire operation.
- Building a Better Future:
As a successful minority-owned business, HCH is guided by a core value: all systems, from governments to economies, should serve the greater good. We foster inclusivity and cultural sensitivity to ensure every interaction is respectful and responsive.
Ready to transform your government contact center? Contact HCH today!
Quality + Experience
The success of our contact center projects can be attributed to the quality and professionalism of our contact center team. HCH takes immense pride in our call center attrition rate of less than 2% while the national average is 45% — based on a 2022 Harvard study. To ensure our contact center team members provide quality service, we have developed an approach to training that combines trainer-led and on-demand learning. We provide team members with dynamic and engaging remote and on-site classes. HCH invests in the development of all our employees because we know the return on that investment is a better service for our clients.
Our training programs are customized by engagement with client/project-specific materials and courses built on an understanding of client expectations, and specific state policies. Each team member is subject to a final review upon completion of the training program. We supplement the training process by administering Quality Assurance monitoring and ongoing coaching sessions, individual KPI reviews, and scorecards.
Omni-Channel Capabilities
HCH contact centers provide comprehensive omnichannel solutions built on advanced cloud-based technology and a proven methodology refined over time.
Agile Solutions
We offer scalable communications solutions with tier 1, tier 2, and concierge-level services customized to suit specific, and often shifting, needs.
Technical Infrastructure
We provide a customer relationship management (CRM) platform and omni-channel capabilities including chatbots and virtual help desks.
Specialized Knowledge
Our contact centers are staffed by knowledgeable and well-trained personnel proficient in inbound and outbound communications.
Technical Partnerships
We apply industry-leading solutions appropriate for client-specific project needs.
Contact Us to Learn More About HCH Contact Centers
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