Serving Leading Government Agencies
Transforming Government Call Center Operations: Proven Results
At Call Center Power, we pride ourselves on our ability to deliver tailored solutions that meet the unique challenges of government and BPO clients. Our partnership with Systems Integration, Inc. (SII), a leading business process outsourcing provider, allowed us to modernize and optimize their call center operations, achieving remarkable improvements in service delivery. By aligning our efforts with the standards set by the Transportation Security Administration (TSA), we exceeded expectations, delivering measurable success that ensured continued partnership and growth.
Average Speed of Answer (ASA) Improvement
Reduced ASA from 45-60 minutes to just 30-60 seconds.
Service Level (SLA) Improvement
Achieved a 200+% improvement in SLA, reaching 70% - 79% performance.
Abandonment Rate Consistency
Consistently maintained the contracted 4% abandonment rate.
Email Service Level (Offline)
95% of emails were answered within 48 hours.
Quality Improvement
25% improvement in overall customer service quality.
Attrition Rate Reduction
41% annualized attrition, a 487% improvement from day one.
Security Compliance
Achieved zero reportables in 8 out of 10 months.
Average Handle Time Reduction
25% improvement in average handle time performance.
Engagement Expansion
Extension to the engagement due to exceeding expectations.
Top 5 Contact Center Challenges for Government Agencies (and How to Solve Them)
Government contact centers face unique challenges — from outdated technology to rising citizen expectations. In this blog, we break down the five biggest obstacles public sector contact centers encounter and share proven strategies to modernize operations, improve service, and cut costs.
How Outsourced Call Center Solutions Drive Growth Across Every Industry
Outsourcing is no longer just a cost-cutting move — it’s a growth strategy.
Across industries like healthcare, finance, government, and retail, outsourced call center solutions are helping organizations scale faster, improve customer experience, and adapt to changing demand.
From seasonal spikes in retail to secure citizen services in government, outsourcing combined with modern cloud contact center technology gives businesses the flexibility, scalability, and expertise they need to perform at their best.
Secure and Scalable Contact Center Solutions for the Public Sector
At Call Center Power, we partner with federal, state, and local government agencies to deliver high-performing, compliant, and cost-effective contact center solutions. We specialize in helping public sector organizations modernize their operations with scalable technology, expert staffing, and AI-driven insights. Our solutions are designed to enhance efficiency, optimize performance, and ensure seamless service delivery while maintaining the highest standards of compliance and security.
Our Government Contact Center Capabilities
Modern contact center solutions designed to meet the unique demands of government agencies—balancing compliance, scalability, and service excellence for impactful citizen support.
Provide seamless support across voice, email, chat, and SMS — enabling government contact centers to meet constituents on their preferred channels while maintaining consistent service quality.
Deploy cloud contact center technology (CCaaS) that meets federal and state security standards, offers high availability, and scales to handle fluctuating call volumes without sacrificing uptime.
Staff your contact center with teams trained in public sector requirements, including HIPAA, FISMA, and other compliance frameworks. We handle high-volume, high-complexity programs with efficiency and care.
Transition away from outdated infrastructure. Our government call center consultants provide full audits, roadmap planning, and execution for modernized contact center operations.
Reduce wait times and improve citizen experiences with intelligent virtual agents, real-time analytics, and workflow automation tailored for government use cases.
Improve staffing accuracy and performance with smart forecasting, quality assurance tools, and tailored retention strategies designed to reduce attrition and maintain continuity.
Why Government Agencies Choose Call Center Power
Case Studies
Integrate advanced technology, strategic outsourcing, and meticulous planning in your call center–get incredible results.
How WellDyne Modernized Pharmacy Member Support with Amazon Connect
See how WellDyne partnered with Call Center Power to modernize their contact center on Amazon Connect — improving member support, reducing handle time, and scaling pharmacy CX across channels.
Transforming Patient Access Operations at Emory Healthcare
See how Emory Healthcare improved workforce management, training, and performance with Call Center Power’s operational transformation—reducing attrition by 30% and boosting quality scores by 15%.
Transforming Patient Access Technology at Emory Healthcare
Discover how Emory Healthcare partnered with Call Center Power to implement Genesys Cloud and Epic Cheers, reducing AHT, improving FCR, and transforming patient access technology.
Modernizing the Contact Center Experience for HST Pathways with Amazon Connect
Recognizing the need for a scalable, integrated, and data-driven contact center, HST Pathways partnered with Call Center Power to modernize their operations. The goal: migrate to a cloud-based platform, seamlessly integrate with Salesforce, and equip their team with the tools and insights to deliver faster, more efficient, and higher-quality support.
How Call Center Power Transformed AmRide’s Contact Center — Zero Downtime, Higher Efficiency
AmRide partnered with Call Center Power to conduct a comprehensive contact center transformation, addressing downtime, inefficiencies, and scalability challenges. Through targeted process redesign, technology enablement, and workflow optimization, AmRide achieved improved service reliability, greater agent efficiency, and a scalable foundation for future growth.
An Ongoing Relationship Saving Millions
By engaging Call Center Power, a major Automotive Company was able to achieve significant milestones, including designing and documenting service processes, establishing a call center in record time, saving millions through negotiations, and implementing a robust Quality Management program. This case study follows Call Center Power’s work from 2019 to now.
Get Your Free Call Center Cost Proposal
Provide us with some details about your call center to receive your free cost proposal.