KECH’s management team has designed, implemented, and successfully operated omni-channel contact centers for many federal clients, including the US Citizenship and Immigration Services, General Services Administration, and the Department of Education. We are passionate about providing the highest quality support for our clients. We understand that our CSRs are often the first touchpoint for end-users and it is imperative that they make every interaction a positive customer experience.
KECH’s services include:
- Providing turnkey services including all resources needed to fully outsource your customer engagements using both Brick and Mortar and Home Agent models
- Operations and/or Professional Services Support, including managing your contact center’s operations and performance or providing customized support for quality assurance, knowledge management, training, Workforce Management (WFM), etc.
- Providing Staff Augmentation to provide CSR, Supervisory, Professional Services, and Management Support
Omni-Channel Inbound/Outbound Contact Centers
- Omni-Channel Services – English and Spanish
- Tier 0/Self-service for Web and IVR (design, implementation, and operations/maintenance)
- Inbound/Outbound Phone
- Web-form/Email
- Web-chat
- Text SMS
- Social Media Services
- Service Desk and IT Support Services
- Tiers 0-3
- Security Services – safeguarding PII
- Independent Professional Services