HP to Help U.S. Citizenship and Immigration Services to Enhance Call Center Efficiency
PALO ALTO, Calif. — HP Enterprise Services today announced it has been awarded a task order valued at up to $220.5 million by the U.S. Citizenship and Immigration Services (USCIS), a Department of Homeland Security Department bureau, to manage call centers for people applying for citizenship or who need immigration assistance.
Under the five-year order, HP will provide Customer Engagement Management Services for the USCIS National Customer Service Center.
HP is leveraging proven processes to recruit, hire, train and manage a skilled team of more than 200 contact center professionals in multiple locations. These professionals will address questions related to citizenship and immigration by phone, with the potential to add contact types like email and chat in the future. HP's expertise will improve service center quality and efficiency in answering and resolving calls while enhancing the customer experience.
Common questions from immigrants relate to the process for citizenship applications, description of immigration benefits and the status of applications in progress. HP expects to field more than 150,000 calls per month. All contacts made via the call center will be managed using Microsoft® Dynamics CRM, Microsoft's customer relationship management solution, to ensure call center workers have access to relevant information about the process and applicants.
"Immigration services is commonly the first experience a potential new citizen has in dealing with the U.S. government, so agents must be informed, professional and expedient," said Marilyn Crouther, senior vice president, general manager, U.S. Public Sector, HP Enterprise Services. "HP fully supports the bureau's focus on bringing USCIS closer to the public and providing effective outcomes for those who call for assistance."
HP will utilize a complete portfolio of HP products in its call center, including HP ProLiant DL380 Generation 7 (G7) servers, HP MSR30-20 routers, HP 5500-48G-PoE EI switches, HP ProBook 6560b notebook PCs powered by Intel® processors and HP LaserJet M9040 multifunction printers.
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