Client
US Department of Commerce, Economics and Statistics Administration
Project Name
Analysis of Call Center Operations and Statistical Analysis
Market
Federal Government
Project Description
In and effort to improve its services of providing statistical information, i.e., The Statistical Abstract of The United States, and international trade information to the public, North American Management conducted an Analysis of Call Center Operations and Design of a Call Center. (North American Management, Technical Report #035), for the U.S. Department of Commerce, Economics and Statistics Administration, STAT-USA, which included an analysis of the Department of Commerce’s customer assistance call centers including analyses of procedures and workflow, and customer surveys. Produced data report, and analyses, culminating in the submission of a series of recommendations for redesigning operations, introducing state of the art telephony and making the organization more customer friendly.
For more information
Division Director, Information Technology Services