Case Study: La Crosse County improves caller satisfaction and reduces wait times with Conduent

La Crosse County boosts caller satisfaction and cuts wait times with Conduent

The customer, La Crosse County, faced challenges with its child support program's call management and overall agency efficiency. Their legacy phone system could not support staff in handling call volumes, leading to service level concerns. To address this, La Crosse County partnered with the vendor Conduent for a technological solution and customer service support.

Conduent implemented a comprehensive call center solution by leveraging existing State Disbursement Unit infrastructure. This solution utilized knowledgeable customer service representatives to quickly meet callers' needs. The results for La Crosse County included significantly increased effectiveness in case management and enforcement, along with higher caller satisfaction and reduced wait times. These efficiencies allowed county staff to focus more on their core mission.

La Crosse County