Large Federal Agency Requires World-Class Contact Center to Support More Than 20M Annual Calls

Multi-Year Roadmap Creates World-Class Contact Center Supporting More Than 20 Million Annual Calls for Large Federal Agency 

To provide a world-class contact center experience, a large federal agency needed to meaningfully improve efficiency and quality of service offered in its contact center. Specifically, the client required a strategic, multi-year roadmap to enhance its contact center services and offer the scalability, flexibility and portability necessary to handle its more than 20 million annual call center interactions.

Working closely with the client, The Northridge Group conducted a comprehensive assessment of the agency’s strategic path and planned functionality over the next 12, 24 and 36 months. Northridge identified short- and long-term improvement areas in call handling, workforce management and infrastructure.

The assessment uncovered the need for the agency to execute an RFP process to find potential contact center service providers. After identifying overarching and tactical requirements the organizations needed in a contact center service provider, Northridge created the RFP and designed a structure for evaluating decisions—making it easier for the agency to determine the best partner for its contact center needs and establishing a foundation for long-term success. 

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