Contact/Call Center Services
GWA understands that Government agencies are flooded with inquiries from the public. To effectively deliver information and services, they must provide their constituents with a variety of communication methods. Some of these methods include telephone, email, mail, and web chat. The public also expects knowledgeable, friendly service, along with the assurance of privacy and confidentiality. GWA works with agencies to ensure that their constituents receive just that.
GWA provides extensive call/contact center support to multiple Federal entities. We effectively and economically design, implement, and transition high volume government contact centers.
We have provided exemplary bilingual and multi language capability call center services to the Department of Transportation (DOT), the Department of Labor (DOL), Health and Human Services (HHS), Department of the Treasury (USTREAS), the United States Department of Homeland Security (DHS), and the Department of Justice (DOJ). Our highly trained professionals know it’s crucial to satisfy customer needs, ensure privacy, and maintain an optimal level of service.
GWA has a call center presence in locations all across the country to include Texas, Kentucky, Virginia, Maryland, and Washington DC. The GWA team works side-by-side with its clients in achieving cost efficient, customer-centric technology call center solutions. The GWA call centers provide our clients with support by responding accurately and timely to telephone, mail, email, live chat, and fax requests.
GWA’s specialized knowledge and multi-channel communication infrastructure provide a solid foundation for launching or transitioning a world-class contact center. Our state-of-the-art technologies, exceptional personnel, innovative and proven solutions, and time-tested methodologies ensure consistent and reliable service to all stakeholders.
- Telephony & Interactive Voice Response (IVR)
- Siebel Customer Relationship Management
- Automatic Call Distributor (ACD)
Skill Based Routing
- Interactive Self Service Web Site
- Multi-Language Services
- Customer Service
- TDD/TYY Contact Processing
- Print Fulfillment
- E-Business Desktop Solutions
- Knowledgebase Development
- Legacy System Integration
- Disaster Recovery
- Workforce Management
- Quality Assurance Monitoring
- Network Monitoring