Omni-Channel Contact Centres

Improve citizen engagement while boosting efficiency

Using a range of interactive technologies — including phone, email, text, IVR and video/web chat — MAXIMUS Canada increases user satisfaction and resolves issues faster.

Creating a culture of service

Our contact centre leadership instills a dedicated culture of service in agents through ongoing training, transparent communications and open decision making.

Putting tools in the citizens' hands

MAXIMUS Canada provides a variety of communications tools beyond traditional telephone service — including email, interactive voice response (IVR), text messaging, video and web chat.

Focusing on continuous improvement

We are constantly looking for new ways to reduce handle times, update and improve our knowledge base, eliminate citizen hold times, promote self-service and achieve one-contact resolution for our citizens.

We serve a diverse range of customers, including the public, health care providers, and technology end users. By providing timely, effective and empathetic service using their channel of choice, we have built award-winning contact centre teams. Our clients' end users range from 2.6 million Drug Benefit Program participants in Ontario to over 27 million people across Canada eligible to vote in the federal election.

Our specializations include:

  • health insurance eligibility and enrolment
  • technology help-desk operations and system support
  • information referral lines
  • billing and payment inquiries

Our omni-channel contact centres annually handle:

2.1 million

calls on average

886,000

interactions with Service BC Contact Centre

177,000

calls to Ontario Drug Benefit program

Internationally recognized for performance

The Service BC Contact Centre has earned two prestigious designations in its first two years of service to the public.

Certified Centre of Excellence

Certified Centre of Excellence

Designated by BenchmarkPortal, a research firm which measures call centre performance based on 22 key performance indicators for efficiency and effectiveness. Results are then compared against industry standards and only the top 10 per cent are certified.

2019 Service to the Citizen Award

2019 Service to the Citizen Award

The Service BC Contact Centre received 2019 Service to the Citizen award in the international government category for excellence in delivery of services to the public.

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MAXIMUS Canada illustrates the dedication and commitment in providing a 21st century experience for citizens through innovation and transformative government services.

Martha Dorris

Founder, Service to the Citizen Award