Call Centers

Since the advent of the COVID-19 pandemic, the contact/call center industry has faced one of the greatest challenges in its history as evident by the accelerated rise of virtual contact and call centers.  CRP is earning a growing, impeccable reputation for setting standards of excellence in providing workforce solutions for contact centers.  Currently, CRP is a major contact center subcontractor for MAXIMUS, Incorporated (MAXIMUS), one of the nation’s largest health and human services management firms.

CRP develops and implements sourcing methodologies for the following three virtual contact centers MAXIMUS operates under contract to the District of Columbia (DC) Health Benefits Exchange Authority and DC Department of Health Care Finance:

• DC Health Link Contact Center

• DC Health COVID-19 Contact Center

• DC Access System (DCAS) Contact Center

For many DC residents, the DC Contact Center is their primary point of contact with questions about applying and determining eligibility for and enrolling in healthcare coverage through DC Health Links, DC’s health insurance marketplace. In addition to providing vaccine information and resources to DC’s underserved residents, the DC Health COVID-19 Contact Center provides information on an array of social services, including prescriptions, in-home medical support, funeral assistance, and food access services.  The DCAS Contact Center is a state-of-the-art health and human services solution that provides DC residents with applications, enrollment assistance, and status updates on varied programs, including Medicaid, the Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance to Needy Families (TANF).  

Through its well-defined recruitment, screening, and on-boarding processes executed for each Center, CRP ensures that the best talent is available to meet customer service delivery and customer outcome goals of our partners and clients.  CRP also provides project management and human resources support to DC’s Provider Data Management System (PDMS). 

In addition to more than 325  customer service representatives (CSRs) CRP hired within a recent two-year period, CRP has successfully delivered additional staffing augmentation solutions across the Centers.  These include contact center supervisors, quality assurance analysts, and training coordinators.  

CRP CSRs provide the highest level of customer interaction services to DC residents through its proven virtual work-from-home model.  As trained knowledgeable and trusted sources of information, CSRs are able to provide multi-channel solutions (e.g., telephone, email, online chat).

Our CSRs:

• Handle inbound and outbound inquiries with consistency, understanding, and responsiveness.

• Leverage integrated, scalable contact center technologies (e.g., Avaya Contact Center and Amazon Workspace) to improve customer satisfaction and operational efficiency.

• Provide short-notice and ramp up capacity for urgent, unexpected surges of activity.

• Consistently meet and often exceed rigorous contact center performance metrics.

• Utilize a knowledge management system to ensure accurate, quality responses to inquiries at the touch of a button.  

• Offer significant bi-lingual capability.  

• Adhere to a systematic methodology of continuous performance quality improvement processes.

Testimonials