Our customer service team is a key component to our State Disbursement Unit (SDU) operations. With each SDU implementation, our trained customer service team works alongside the operational team to provide both live agent support and IVR support. We understand and uphold our “Customer First” culture, constantly striving to provide courteous and accurate responses to customer inquiries.
- All customer interactions, including calls, mails, emails, and IVR payments are worked through timely resolution
- Calls are monitored and recorded for quality assurance
- Payments are captured in a separate secured environment where CSR are removed from PCI scope
- Our call center software is integrated with RAPID® so that CSR can retrieve case information and track call history easily
- Our innovative Call Center Dashboard provides statistics for calls answered, abandoned, dropped, wait time, and talk time by line and by agent
Our customer service operations are at the core of our business processes. Be confident that we go the extra mile to provide unparalleled service to your constituents.