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Government

Call Center Power delivers secure, scalable, and FedRAMP-compliant contact center solutions for federal, state, and local government agencies. Our public sector services are designed to support high-volume citizen interactions, improve service levels, and ensure compliance with government regulations like HIPAA, PCI, and FISMA. Whether you’re modernizing a legacy system or expanding services for seasonal surges, we help agencies deliver faster, more efficient constituent experiences.

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.

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Outsourced Call Center Solutions

How Outsourced Call Center Solutions Drive Growth Across Every Industry

July 30, 2025

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.

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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.

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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.

Omnichannel 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.

Secure CCaaS Implementations

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.

BPO Outsourcing

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.

Consulting & Modernization

Transition away from outdated infrastructure. Our government call center consultants provide full audits, roadmap planning, and execution for modernized contact center operations.

AI & Automation

Reduce wait times and improve citizen experiences with intelligent virtual agents, real-time analytics, and workflow automation tailored for government use cases.

Workforce Management

Improve staffing accuracy and performance with smart forecasting, quality assurance tools, and tailored retention strategies designed to reduce attrition and maintain continuity.

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Why Government Agencies Choose Call Center Power

Built for Compliance and Security​

We prioritize data protection and regulatory compliance (including FedRAMP, HIPAA, and PCI standards) with secure infrastructure, vetted vendor partners, and governance frameworks to meet government requirements.

Procurement Made Simple with Carahsoft

Call Center Power is available through Carahsoft’s GSA Schedule, giving government agencies an easy, compliant path to procure our services. We leverage FedRAMP-authorized platforms to ensure secure, cloud-based contact center deployments that meet federal requirements from day one.

Operational Excellence & Flexibility

From workforce optimization to advanced QA and training programs, we bring proven strategies that improve service levels, reduce wait times, and ensure consistent, high-quality support — even during surges.

Outcomes that Matter

Our clients see measurable results: higher CSAT scores, faster issue resolution, and reduced costs through optimized staffing, automation, and tech stack alignment.

Case Studies

Integrate advanced technology, strategic outsourcing, and meticulous planning in your call center–get incredible results.

"Toyota Connected has collaborated with Call Center Power for more than six years to provide a team of dedicated and experienced professionals to help us run our call center operation. CCP also supports evaluation of emerging technologies with a customer-centric process design. Our customers depend on us to be there in critical situations and embraces this challenge in their support of our mission. Doug and team are a joy to work with!"
Dan FisherCall Center Operations Director - Toyota Connected
"Thank you, Brian and team, for your partnership throughout the implementation. Your support and collaboration have been invaluable, and we appreciate all the hard work and dedication you have shown."
Ganesh PersadCorporate Director - Emory Healthcare
"Call Center Power is incredible at helping us define our needs and keeping us focused on goals that come from those needs. It is also amazing to work with a team that is flexible and can quickly make adjustments to those goals."
Martina Juarez-LopezOperations Director - University of Colorado at Denver
"In a short time, Call Center Power familiarized themselves with our business, listened to our needs, and created an engaging solution that resonated with the team. We are very lucky to partner with Call Center Power and wouldn’t hesitate to use them again for future needs."
Kate DesvenainDirector of Client Services - Academic Travel Abroad
"Call Center Power did an incredible job helping us to evaluate our operations, and delivered not just a set of cogent recommendations for improvement but also incredibly collaborative support in implementing sustainable change."
Duncan YoungCEO – Envision Experience
"The last 16 months have been full of learnings, challenges and excitement. Navigating the RFP process, Vendor Selection, Operational Improvement, Technology Implementation, to name a few — these undertakings have been monumental. Your partnership and support through it all has been highly valued and greatly appreciated. I know our paths will cross again in the future!"
Stephanie HoiriisAssistant Director - Emory Healthcare
"The team at Call Center Power have been incredibly helpful in providing guidance throughout the process and assisting our team in establishing new processes and making the needed changes to optimize our organization's call center."
Jenna HollowayVice President, Operations - Market Force Information
"Call Center Power provided our team valuable insight into our call center operations. They documented workflows and procedures and shared best practices that allowed us to understand where we needed to improve. Partnering with Call Center Power was a great experience!"
Alexandra WalkoDirector - New York University Langone Health
"Call Center Power quickly assessed our situation and identified an innovative solution to not only add experienced agents to our team but also curb costs. We could not have taken our call center operation to these new heights without Call Center Power.'
Edson OldsCalvert Education
"Our team is incredibly thankful for our partnership with Call Center Power. Lynx Central wouldn’t be where it is now without Call Center Power's support. It’s been a true pleasure, and I hope to stay connected for the future!"
Carrie JohnUniversity of Colorado Denver

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