The AbilityOne Advantage
- 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
- Increase availability through distributed architecture
and disaster recovery capabilities
- Reduce risks by implementing standardized best
practices management model applied to your contact
- Ensure secured transactions using the highest
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.
– 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
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.