Saving Labor: Virtual Call Center Solutions for Critical Overload

With unemployment rates rising, a large state’s Department of Labor experienced an uptick in the number of calls to their service line. Mounting a fast and effective response was critical.

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Compounding the issue, the department’s phone system served both the in-house call center and the administrative offices. In addition to losing more than a third of the calls coming in to the service line, department officials had trouble making and receiving the calls they needed to conduct day-to-day business.

With vast experience providing call center solutions to state governments, Conduent was able to develop and implement an innovative and less costly solution by creating a work-at-home virtual call center.

By utilizing at-home workers, the state could provide local jobs rather than outsource to another state or offshore location, while at the same time avoid the expense of  providing dedicated call center services at a specific location.