Challenge: A very busy state agency that in FY 2020 served 2.7 million customers, processing 15 million transactions, inbound call from Arizona taxpayers run in the thousands each day. Making sure these calls are quickly routed to the office best capable of handling the customers’ needs. Keeping the seats in the first-level call center has always been a challenge with very high turnover rates.
Solution: Working with the Labor Partnership team and the facilities managers at the ASPC Perryville complex, an inbound call center operation was built out in which inmate crews could be trained to answer and redirect first-level calls to MVD. This successful partnership began in 2011 and currently employees 35 inmates each day (on average). The inmates in the program are learning real-world customer service skills.