Citizens today want answers immediately, and with good reason. Timely access to government information affects everyone. And ease-of-access is becoming critical for both cost reduction and service enhancement in state and local governments. In response, customer service centers are moving from back-office support to the front lines.
HMS has customer service and technical capabilities that fully meet the needs of the child support community. Our Service Centers scale to meet any call volume and any type of call.
Our solution is dynamic and flexible enough to fit the customer service requirements of any child support agency. Its modular architecture allows new processes to be added and old ones to be modified as federal regulations change and technologies evolve.
It automatically gathers many of the data elements necessary for tracking and reporting – such as the office and CSLA that handles each caller’s case – without any input from our representatives. When a customer phones into a call center they are asked to key in their case number. The system then displays all available case information to the representative before the call is answered. This step saves 30-60 seconds per call (average call length is 3-4 minutes) and arms representatives with the relevant case information, allowing them to greet callers by name and increase the level of personalized customer service. 
Our eligibility data is refreshed daily.
