Call Center Services

Call Centers are an efficient method of distributing a large volume of calls or inquiries to a centralized point. A standardized, streamlined, uniform service for your customers, often a Call Center will improve your agency’s operations and reduce costs.

Understand the Service
A Call Center is operated to administer incoming services support or information inquiries from your customers. Calls may be distributed evenly to agents or routed to different sets of agents based on criteria such as nature of the call or an agent’s skill level. Call Centers support work force planning and management.
 
Your Call Center agents can be closely monitored for quality control, level of proficiency and customer service through quality monitoring and reporting.

Reporting in a Call Center can be broken down into real time reporting and historical reporting. Data reported includes:

• Number of agents: logged in, ready to take calls, available to take calls and in wrap-up mode
• Average length of: call and wrap-up
• Number of calls: in queue, answered and abandoned
• Average speed to: answer and abandon
• Service level calculated by the percentage of calls

Why Use DSIT?
The Division of State Information Technology (DSIT):

• Configures the Call Center system to meet your needs.
• Provides documentation and training to your agents.
• Periodically reviews your center to ensure an effective distribution of calls.
• Allows you to design and implement your Call Center to include testing.
  See Special Applications.

Reap the Benefits

• Improve your customer service by handling calls faster and more efficiently
  
• Use historical reports to provide feedback and training to your agents thereby improving the quality of your customer service

Rate/Pricing

   
Questions? or Ready to Order
Please contact our Service Center by calling 803-896-0001 or toll-free
800-922-1367 or send an e-mail to ciohelpdesk@cio.sc.gov.

How Am I Billed?
Call Center services are billed via the Customer Care billing system using standard State processes.