Knowledge Center |
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Featured Past Performance |
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Business Process Outsourcing Past Performance
Louisiana State Government
| Government Agency |
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Louisiana State Government's Department of Social Services
Office of Family Support
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Nature and Scope
of Work |
Enlightened, in partnership with ACS, Inc., provides the Louisiana State Government's Department of Social Services, Office of Family Support, Support Enforcement Services (SES) with Call Center Management services. The call center is located in Baton Rouge and provides customer support for the state's Child Support Enforcement Customer Service Center.
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Description of Products and Services Provided
to Customer |
Enlightened is provides overall call center management services including management, staffing, training and human resource services. Additional services include:
- Staffing and managing the Louisiana Child Support Enforcement Services (LCSES) call center
- Meeting stringent performance goals and reporting requirements of the State
- Developing outside the box solutions to staffing approach
- Developing innovative staffing model and performance management plan to increase productivity
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Outcome/Value/Benefit to Customer |
Enlightened analyzed the call center operations and utilized repeatable and customizable methodologies to put in place strong quality controls. Coupled with the implementation of an effective incentive program, Enlightened has significantly improved quality service and the overall call center service levels agreements.
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