Our proprietary data management and decision support technology assists our Customer Service Representatives in performing intricate and complex functions for clients with an extremely high degree of accuracy. Real time CSR access to numerous sources of current data and content from AOC or client databases creates the highest potential for accuracy and timeliness when serving caller needs. In addition, AOC allows the client access to content, performance analytics, and call center metrics in real- time or at customer defined reporting intervals.

In addition, special fire-proof, secure, tape storage systems are provided to retain Client systems information, records, and files. Backups are removed to an off-site secure location in Fairfax, Virginia on a regular basis and retained there for the life of the contract.

An incorporated AOC capability is the blending of technological requirements of a program with well-considered infrastructure engineering. Every Call Center mission is supported by two primary automated information systems whose functions are to manage contact center workload and call distribution. Automatic Call Distribution (Call Routing), and the Integrated Voice Response(IVR) system, in conjunction with a computer-based, CTI / VOIP-capable, PBX telephone switching system, are necessary tools used to support all aspects of effective and efficient contact center operations, including service level management.

AOC historically handles approximately 20,000 calls per month with the system and physical capacity to expand to 75,000 calls per month. Call Center activity is documented and provided to clients by daily, weekly, and monthly phone reporting data. Additionally, to ensure that our clients receive the best quality of service available, we maintain the following standards:

  • Grade of service of at least 92%
  • Abandon rate of under 3.5%
  • Calls answered within 12 seconds