Vangent - Customer Services Management

In order to deliver information, services and benefits effectively, agencies must interact with their constituents through a variety of communications channels. Vangent provides agencies across government with complete, multi-channel interaction solutions.

We improve agencies’ communication with their constituents by carefully integrating all interaction touchpoints—telephone, correspondence, e-mail, the Web and face to face—so customers receive consistent and accurate information across all channels. Using state-of-the-art customer relationship management (CRM) strategies, processes, and tools, we capture critical information about customer contacts to provide more timely, personalised service and efficient case management.

Vangent delivering
Efficiencies

Southwark re-engineers Customer Services

Our multi-channel interaction solutions integrate:

to provide constituents with accurate, timely, complete, and consistent information.

Contact Centres

Vangent is a leading provider of contact centres, managing and operating some of the largest and most sophisticated outsourced centres in the public sector. We combine high-quality personnel, commercial best practices, and sophisticated technologies to serve as the “voice of the government” in providing vital information to constituents about complex programmes and benefits.

Features of our contact centre solutions include:

Formal, documented start-up methodology and transition approach to ensure seamless transitions with no disruptions in service
24x7 live CSR support and both premise- and network-based interactive voice response (IVR) systems for cost-effective, round-the-clock service
Multi-language support,Telecommunications Device for the Deaf (TDD/TTY), and other services to ensure accessibility by those with special needs
Sophisticated call management systems to closely monitor performance and respond quickly to changes in calling patterns or volumes
Workforce management software with accurate forecasting, scheduling, and tracking capabilities to staff the right number of CSRs at the right times
Automated call distribution, intelligent routing, and skills-based routing to ensure timely, efficient service
Knowledge management solutions to equip our CSRs with the information needed to resolve callers’ requests the first time
Quality call monitoring, including remote monitoring by government personnel, and ongoing feedback, coaching, and training to ensure service excellence
Employee turnover rates at some sites 65% lower than industry average

Correspondence/E-mail

Vangent provides a full range of correspondence and e-mail processing services on behalf of government agencies. Supported by the latest technologies and processes, we deliver high quality, timely responses to written enquiries, including high-profile, time-sensitive correspondence.

Features of our correspondence and e-mail processing solutions include:

Image-based correspondence processing system that scans incoming enquiries into case files, improving efficiency of handling, timeliness and accuracy of responses, and ease of retrieval of archived documents
Proprietary “Tapestry” text management tool to assist in the creation of written responses using stored library of government-approved content, improving efficiency, quality, and consistency
Multi-stage quality control (QC) process, including 100% QC inspection of sensitive correspondence types
Enhanced e-mail services including Web forms that allow users to select standard responses to frequently asked questions, or enter free-form text
Automatic screening and sorting of inbound e-mail, improving workflow management
Enhanced reporting features within the e-mail management software tool to carefully track trends and statistics
Optional “news” and “updates” features users can sign up for to keep apprised of the latest information of interest to them
Editorial and translation services for government publications, forms, and informational materials

Interactive Web Sites

Vangent is a leader in designing, developing, and hosting user-friendly public-access Web sites to provide constituents with information and services related to government programmes. Constituents use our award-winning Web sites to access information about government benefit and grant programmes, receive answers to their questions, and apply for these programmes online.

Features of our Web site solutions include:

Web-based self-help, including answers to frequently asked questions and online knowledge management tools to enable users to find answers to many types of enquiries
Online forms, including both exact replicas of paper-based forms and more user-friendly “interview” formats
Automated e-mail services (described above) launched from “Contact Us” buttons prominently displayed on the most frequently visited Web pages
Online text chat to enable real-time communication with customer service representatives, without closing the Web session

Print and Publication Fulfilment

Vangent provides complete print fulfilment services in response to constituents’ requests for publications and other informational materials. We fully integrate the print fulfilment function with other communications channels, processing publication requests received via telephone (including IVR), correspondence, e-mail, and the Web. Features of our print fulfilment solutions include:

Large, climate-controlled, secure warehouse space for storage of publications and other “static” fulfilment items
Automated inventory control system using radio frequency bar-coding to ensure availability of requested materials
Print-on-demand (POD) fulflment using high-speed laser printers to provide constituents with personalised information
Both automated and manual materials inserting to accommodate any type of fulfilment need
Postal pre-sorting, bar-coding, and other methods to reduce postage costs