The AbilityOne Advantage
Higher agent retention
In a recent survey conducted by ICMI and TalentKeepers, 62% of call centers reported an external agent turnover rate of as much as 25%. AbilityOne contact centers tTurn over as little as 2% on average, increasing the quality and responsiveness of interactions with your customers.
Better performing agents at a competitive rate
AbilityOne benchmark studies show higher agent utilization (productivity) with higher quality ratings than commercial contact centers. This translates into higher quality for your customer contacts at a competitive market rate.
Potential savings – AbilityOne agents perform at a 17% better utilization rate which translates into significant savings.
Access to state-of-the art technology
AbilityOne contact centers deploy state-of-the art VoIP technologies which meansmean differentiated offerings for metro area outages and other disaster plans. We also use advanced e-mail, web chat, collaboration, intelligent routing, and up-front voice response applications.
Best practices for contact center processes
Some commercial contact center outsourcing companies may have professional management but do not use “best practices” models for quality improvement, staffing and other call center processes. AbilityOne provides a best practices framework for agent pre-screening, assessment and hiring, training, quality management, workforce management, knowledge management and all contact center processes. Our processes were built by ICMI (International Call Center Management Institute) consultants who also helped to develop the COPC standard.
Geographic coverage and staffing levels
The AbilityOne Program’s national network of nonprofit agencies means that we can provide contact center services solutions where many commercial contractors may not be able to.
Advanced security protection
AbilityOne has developed, documented and implemented security programs that protect information systems and data in accordance with FISMA (Federal Information Security Management Act) and the Department of Defense (DoD) Information Assurance Certification and Accreditation Process (DIACAP) standards.
Awards & Recognition
“Through innovation and exceptional teamwork, this has become an example of how highly-skilled employees with disabilities can mesh with the existing government workforce and meet the challenges we face today and tomorrow.”
Col. Joseph Cassel, Commander, USMC Defense Logistics Information Service Battlecreek, MI