FCi Federal supports agencies providing direct customer service to their constituents. This includes administrative and reception support at Government sites; handling phone and written inquiry response; and, supporting ceremonies that involve agency constituents. We provide bilingual customer service staff to support agency needs for communicating with non-native speakers. For inquiry response services, we perform content management services, quality assistance on call center activities, statistical and program analysis, and correspondence support. FCi Federal has established reporting and communications mechanisms that keep both our leadership team and customer management informed of inquiry volumes and response times on a continuous basis.
We provide review and analyze the accuracy and quality of responses to complex constituent questions and we conduct research and work with Government staff to obtain information for writing and updating written correspondence templates, call center scripts, fact sheets, SOPs, and other customer artifacts. We research news media and the Federal Register to keep track of any and all published information that may impact call volumes. This activity helps Contact Center managers better plan their staffing needs. Our work directly helps federal agencies achieve their missions of assisting customers with the most efficient methods to obtain information, submit applications, and conduct status checks on their applications.
At Government customer sites, FCi Federal supports customer interactions by providing basic triage services, answering phones and transferring callers, and escorting individuals within the building as required by local policy.