Multi-Channel Contact Centres

For more than 20 years, MAXIMUS has designed, implemented and managed high performance multi-channel contact centres to help government clients effectively serve participants  in government programs, and improve the outcome of the government-citizen experience.

Our capacity to deliver high performing multi-channel contact centre solutions through the use of modern technology and focused business process management means enhanced quality and efficiency for public programs. With self-serve options, we can move citizens to lower-cost channels of their choice and improve efficiency.

We use MAXIMUS Canada’s wide-ranging expertise to serve programs accessed by a diverse range of customers: the public, health care providers, help desk operations or production system support.

Customized Solutions

Optimizing call handle times achieves greater efficiency and speed of access to accurate program information. This leads to cost savings and improved outcomes for program participants. Using the most advanced, flexible and adaptive technology to address our client’s unique needs, our toolkit includes:

  • Multi-channel capabilities including SMS, video/web chat, email, mobile applications, Interactive Voice Response, and telephone
  • Modeling tools for forecasting staffing levels and skills sets
  • Quality assurance monitoring through recorded and stored phone conversations and screen shots
  • Quality scorecards for agent performance coaching and client satisfaction monitoring
  • Document management for linking imaged documents to cases
  • Reporting tools and analytics to continuously improve performance and outcomes

Our streamlined multi-channel contact centre design results in:

  • Decreased call handle time
  • Increased user satisfaction through quick access to relevant government services, accessed through their channel of choice
  • Improved quality control scores for agents
  • More transparent implementation with no visible impact on network bandwidth or server utilization
  • Decreased need for additional resources, as citizens move to lower-cost channels of their choice

Our wide range of expertise allows for the capacity to deliver multi-channel contact centre solutions for:

  • Program Administration – delivering service to public clients or program providers by phone and web;
  • Help Desks – providing technical support for program providers and stakeholders; and
  • Medigent® Product Support – a 24/7 help desk dedicated to support Medigent clients through a single point of contact for technical and functional needs.