The AbilityOne Advantage

Contact Centers

• Decrease operating costs and improve performance by utilizing agents with disabilities who are better suited to contact center jobs
• Improve quality of constituent service through multi-channel interaction processing and achieve greater efficiencies with reliable, high-performing agents
• Increase availability through distributed architecture and disaster recovery capabilities
• Reduce risks by implementing standardized best practices management model applied to your contact center operations
• Ensure secured transactions using the highest industry standards

Higher agent retention

In a recent survey conducted by ICMI and TalentKeepers, 62% of call centers reported an external agent turnover rate of as much as 25%. AbilityOne contact centers tTurn over as little as 2% on average, increasing the quality and responsiveness of interactions with your customers.

Potential savings – depending upon training requirements and ramp-up times this can range from $3,000 to $10,000 per agent turnover.

Better performing agents at a competitive rate

AbilityOne benchmark studies show higher agent utilization (productivity) with higher quality ratings than commercial contact centers. This translates into higher quality for your customer contacts at a competitive market rate.

Potential savings – AbilityOne agents perform at a 17% better utilization rate which translates into significant savings.

Access to state-of-the art technology

AbilityOne contact centers deploy state-of-the art VoIP technologies which meansmean differentiated offerings for metro area outages and other disaster plans. We also use advanced e-mail, web chat, collaboration, intelligent routing, and up-front voice response applications.

Potential savings – the cost of multi-channel technology ranges from $3,000 to $5,000 per agent.

Best practices for contact center processes

Some commercial contact center outsourcing companies may have professional management but do not use “best practices” models for quality improvement, staffing and other call center processes. AbilityOne provides a best practices framework for agent pre-screening, assessment and hiring, training, quality management, workforce management, knowledge management and all contact center processes. Our processes were built by ICMI (International Call Center Management Institute) consultants who also helped to develop the COPC standard.

Potential savings – the cost of consulting to put these processes in place is typically around $100,000 per contact center or more.

Geographic coverage and staffing levels

The AbilityOne Program’s national network of nonprofit agencies means that we can provide contact center services solutions where many commercial contractors may not be able to.

Potential savings – AbilityOne can respond faster and easier to large requirements saving hundreds of thousands of dollars in lost time and vendor selection process RFP timeframes.

Advanced security protection

AbilityOne has developed, documented and implemented security programs that protect information systems and data in accordance with FISMA (Federal Information Security Management Act) and the Department of Defense (DoD) Information Assurance Certification and Accreditation Process (DIACAP) standards.