Contact Center Services

For federal and DoD customers seeking contact center, help desk and switchboard solutions, the AbilityOne Program offers customer satisfaction scores and productivity levels that are unmatched within the contact center industry.

AbilityOne nonprofit agencies (NPAs) manage 29 contact center contracts and 33 switchboard operation contracts, employing approximately 1,000 people with disabilities. The Program handles volumes exceeding 17 million contacts per year, 24/7, 365 days per year.

Our Contact Center services include:

• Contact Centers
• Help desk
• Switchboard services
• Disaster recovery services
• Customer inquiries
• Manage open cases
• Maintain knowledge database
• Technical support services
• Answering services
• Field services and logistics
• Customer service and fulfillment
• Customer support
• Information lines
• Clearinghouse operation
• Medical transcription

Service operations are flexible for customers with geographically dispersed needs:

• On-site operation with agents at your site or your contractor’s site
• Off-site, facility-based full service operation including contact center technologies and secured data centers (turnkey operation)
• Off-site, full service operation utilizing At Home agent program
• Any combination of the above

How AbilityOne Compares:

	AbilityOne	Commercial
Average Speed of Answer	12.2 seconds	29 seconds
Abandon Rate	less than 2%	4%
Service Level	80% of calls answered in 20 seconds or less	80% of calls answered in 30 seconds or less
1st Call Resolution	90.2%	81%
Service Quality Score	95.3%	91%
Customer Satisfaction Score	96.3%	89%
Turnover Rate	10%	31%

Quick Start > How to Work with AbilityOne
		Schedule a Briefing »
		customerservice@abilityone.org
		(800) 999-5963

Top Customers

Defense Logistics Agency

Internal Revenue Service

Health and Human Services, Centers for Medicare and Medicaid

Health and Human Services, AHRQ

Department of State, National Passport Information Center

Department of Veterans Affairs

U.S. Air Force: 12 bases for Air Mobility Command

Department of Justice

Awards & Recognition

• 2008 International Spirit of Service Award by the International Customer Management Institute, Inc. to Irma Mitchell of Inspiritec
• 2005 Director’s Award, Dept. of Treasury, Internal Revenue Service, to NTI
• 2005 Al Gore Hammer Award for Defense Logistics Agency operated by Peckham Industries, Inc.

“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