Internal Revenue Service
To comply with Congressional and Executive Branch mandates for improved Customer Service, the Internal Revenue Service (IRS) embarked on an aggressive employee training initiative. PowerHouse designed, developed, and delivered custom training in two areas – Customer Service Management and Customer Service Telephone Monitoring.
New York Department of Public Service, Office of Consumer Services
The Office of Consumer Services (OCS) handles approximately 250,000 customer contacts each year related to energy, telecommunications, cable, and water utility. PowerHouse assisted OCS in the development of a Call Center operational model that would both improve service and increase work process efficiency. We evaluated the current operational and technical environment and determined requisite initiatives for transition to a new Call Center technology platform. The resulting model included a new ACD/IVR platform as the enabling technology.
U.S. Customs Service
The U.S. Customs Service (Customs) sought to expand its role in meeting customer needs by first determining whether the processes, practices, and technology within its Customer Service Center (CSC) aligned with that goal. PowerHouse was selected to conduct an Operational Assessment to determine how the CSC could best function to meet customer needs and Customs requirements. Our approach involved a review of current processes and practices, public interactions with the CSC, and the technology utilized to handle these interactions. We created a set of “what if” scenarios in which the CSC had an expanded role in meeting customer needs and cited the implications to the operation. The outcome of the project was a Management Blueprint to support current operational objectives and future CSC planning and decision-making.