Case Study: a federal civilian contact center customer enhances customer experience with Koniag Government Services and Arlluk Technology Solutions

Federal Civilian Contact Center Customer boosts call center operations with Koniag Government Services

A civilian federal agency customer of Koniag Government Services faced the challenge of rapidly standing up a new public-facing contact center. They needed to overcome short lead times, transition from a pilot program staffed by federal employees, adapt to COVID-19 disruptions, and manage ongoing program refinement, all while aiming to deliver timely and accurate information to the American public.

Koniag Government Services, through its Arlluk Technology Solutions (ATS) team, implemented a comprehensive solution that included rapid staffing and training in two locations, an effective onboarding process, and the integration of a Salesforce Lightning development team for feature enhancements. The results included meeting or exceeding all service level agreements for call response times, high customer satisfaction ratings from user feedback, and streamlined reporting for continuous performance monitoring against key performance indicators.