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Administrative

Contact Center Services

Contact Centers

Help Desk Services

Switchboard Services

Disaster Recovery

On-site Staffing and
    Turnkey Operations

Case History

Contract Management Support (CMS) Services

Custodial

Document Management

Fleet Management Services

Food Services

Grounds Maintenance

Healthcare Environmental

Hospitality

Laundry

Secure Document Destruction

Secure Mail/Digital Document

Supply Chain Management and Warehouse

Total Facilities Management

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.

 

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How to Work with AbilityOne

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customerservice@abilityone.org
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(800) 999-5963

Top Customers

Defense Logistics Agency

Internal Revenue Service

Health and Human Services, Centers for Medicare and Medicaid

Health and Human Services, AHRQ

Department of State, National Passport Information Center

Department of Veterans Affairs

U.S. Air Force: 12 bases for Air Mobility Command

Department of Justice


Awards & Recognition

  • 2008 International Spirit of Service Award by the International Customer Management Institute, Inc. to Irma Mitchell of Inspiritec
  • 2005 Director’s Award, Dept. of Treasury, Internal Revenue Service, to NTI
  • 2005 Al Gore Hammer Award for Defense Logistics Agency operated by Peckham Industries, Inc.

“Through innovation and exceptional teamwork, this has become an example of how highly-skilled employees with disabilities can mesh with the existing government workforce and meet the challenges we face today and tomorrow.”

Col. Joseph Cassel, Commander, USMC Defense Logistics Information Service Battlecreek, MI