Reading time: 1 Minute

Case Studies / Telecom and Technology

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

Financial Services


  • A large federal department seeks to provide world-class service in their contact center with the goal of improving the efficiency and quality of service offered. To reach its goal, the client required an evaluation of a strategic path for the contact center services that would best position the client for scalability, flexibility, and portability to handle over 20M interactions each year.
  • Upon completion of the assessment, it became clear that the client would need to execute an RFP process to identify potential contact center service providers and guidance on evaluation structure.


  • Identified short-term and long-term areas for improvement on call handling, workforce management, and infrastructure
  • Identified client needs and defined requirements for a contact center services provider
  • Developed both high-level and detailed requirements for prospective vendors
  • Created an RFP and provided a structure for evaluating decisions

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

Get unique business management insights delivered straight to your inbox.
Get notifications for new podcast episodes, industry updates and tips on how to stay ahead of the curve.