Help Desk/IT Support for
Customers
Pearson Government
Solutions is experienced in high-volume
outsource solutions and services, and currently manages
more than 35 domestic and international call center projects with
call volumes ranging from very small, (100 calls annually), to very
large (15 million calls annually).
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Our contact center
for the Federal Student Aid Information Center (FSAIC), which
we operate for the U.S. Department of Education (ED), receives
more than 8 million contacts every year - about 700,000 per
month. The special needs services for this contract include
bilingual interactive voice response (IVR) options and
bilingual specialists, and Telecommunications Device for the
Deaf and Teletype writer (TDD/TTY) for the hearing impaired. |
Many of our call centers
also support programs that involve disseminating information on
complex federal programs that dynamically change due to federal
legislation, or changes in regulations or program policies. Examples
of the varied content required to support our current customers
include health insurance plan coverage, student financial aid
information, federal tax reporting requirements, telecommunications
policies, and banking regulations.
Pearson Government Solutions specializes in
designing, developing, and implementing knowledge-based solutions
that support government-to-citizen delivery of benefits and
services. We maintain large production and call center facilities in
Lawrence, Kansas; Iowa City and Cedar Rapids, Iowa; and Austin,
Texas.
Our approach to call center implementation easily accommodates the
expansion of services. We successfully designed and introduced the
Free Application for Federal Student
Aid (FAFSA) on the Web for the Department of Education, which
allows students to apply for federal financial aid via the web.
Pearson Government Solutions implemented the FAFSA on the Web call
center to respond to questions from students using the new
application. Today, the calls exceed 1 million per year.
Another necessary but costly task in today's global economy is
providing contact management center access 24 hours a day, 7 days a
week. Pearson Government Solutions provides this support, both
during off-business hours, and peak/overflow periods.
