DEPARTMENT OF HOMELAND SECURITY USCIS (CALL CENTER AND CRM ANALYSIS)

PROJECT DESCRIPTION

The Kerr Company worked on a project supporting the E-Verify Customer Contact Operations (CCO) Branch of the US Citizenship and Immigration Services (USCIS).
Tasks performed include: (1) Documented call center support structure (e.g., phone numbers, hours of operation, method of transfers, use of automation, etc.) for E-Verify operations and USCIS Tier 1 support; (2) Researched and developed close to 90 customer interaction best practices in the categories of people, process and technology; (3) Identified desired changes to USCIS’ Tier 1 vendor support (e.g., method of call handling, real-time call monitoring, customer data capture and types of calls handled versus being transferred to Tier 2); (4) Identified and recommended automated customer self-service options (e.g., completed through the IVR or the web); (5) Researched IVR, ACD, and CTI best practices; (6) Researched CRM and data analytics software (e.g., Siebel and the Universal Customer Master); (7) Reviewed CSR Tier 1 scripts and recommended the use of Tier 2 scripts; (8) Conducted a site visit to the Centers for Medicare and Medicaid Services (CMS) to obtain detailed information on CMS’ call center operations, technology and quality metrics; (9) Reviewed documentation on call center outsourcing and incorporated customer contact requirements into a business case deliverable; (10) Provided quality monitoring documentation and checklists to the CCO quality manager to be used to assess CSR call quality; and (11) Conducted a site visit to the Department of Health and Human Services (HHS) to understand how HHS uses social media to provide citizens information.

SERVICES PERFORMED BY THE KERR COMPANY

   Call Center and CRM System Assessment
   Business Case Analysis
   Best Practices Research