Contact Center Services for The Government and The Public Sector
The CMI Group is a leading provider of contact center services for the Government and the public sector. As an industry veteran, CMI has the deep experience to offer smart outsourcing solutions to Local, State, and Federal government agencies. Delivering customized solutions, CMI protects your public image while achieving substantial gains to your bottom line.
Our motto, “Relationships Matter,” is embodied in CMI’s dedication to building strong and collaborative partnerships with each of our clients. The CMI Group partners with numerous public sector clients across the country. We can support the full range of government agencies, including:
- Public Utilities
- Transportation Authorities
- School Districts
- Housing Authorities
- County Governments
- State Governments
- Local, State, and Federal Agencies
A Citizen-Centric Approach
The public expects the Government to deliver the same level of customer service they have grown accustomed to with top-tier service providers in the private sector. The CMI Group frames the citizen experience as the center focus and makes it easy for the public to obtain information and request assistance. Each of your inbound contacts will be connected to a live customer service agent, not an automated answering machine. Delivering dependable and accurate support service, our contact centers support a variety of public interactions, including:
- Inbound interaction handling
- Outbound notifications
- Claims and application processing
- Emergency hotlines and Emergency Dispatch
- Complaint hotlines
- Healthcare exchange support and health plan enrollment
- Technical support and help desk
- Case management and service ticket management
- Government-sponsored rebate and other programs
The public sector now faces elevated expectations to support new customer service channels in the digital age. The CMI Group has invested significantly in an omnichannel communication suite that supports inbound/outbound communication via voice, email, SMS texting, and webchat. Our omnichannel suite positions us to meet the ever-changing channel preference of the modern citizen. We have also invested in specialized teams that manage these alternative channels and deliver expertise on maximizing productivity within the various channels.
24/7 Live Support
Whether a natural disaster or other emergency response, The CMI Group is available around the clock to serve the public. Managing 24/7/365 service hours can be a difficult mission for a resource-constrained public agency to undertake on its own. However, if your team is challenged with coverage during after-hours or on weekends and holidays, CMI can deliver the extended service hours the public expects. The CMI Group, as your contact center outsourcing partner, gives your citizens unmatched convenience and reliability.
As the population of the United States has become more diverse, the public sector faces a rising demand of citizens that speak Spanish and limited English. Bilingual service allows members of the public to feel at ease when talking to a contact center representative about their question or issue. The CMI Group can provide bilingual representatives who speak fluently in Native English and Latin-American Spanish. CMI is headquartered in Texas, one of the largest bilingual communities in the country. With access to a deep pool of agents fluent in both English and Spanish, we can meet any demand for bilingual service.
As your partner, we offer the highest degree of integrity, professionalism, and regulatory compliance. CMI is an accredited member of the Better Business Bureau with an “A+” rating. In addition, our certifications verify our compliance with all required data security laws, regulations, and standards to include GLBA, ISO 27002, Massachusetts 201 CMR 17.00, FTC Red Flags, Nevada Personal Information Law, NRS 603a, compliant. Additionally, through their independent audit process, TECH LOCK, Inc. has certified The CMI Group for the Payment Card Industry Data Security Standard v3.2 (PCI-DSS). Additional certifications include SSAE18 SOC 1 and SOC 2 Type II and 501r-compliant, as well as an annual consumer Financial Protection Bureau (CFPB) readiness audit.
If you are interested in learning more about CMI's contact center services for The Government click below to connect with us: