GOVERNMENT SOLUTIONS

Teleservices for Government

About DialAmerica Government Solutions

Across the USA, citizens increasingly need help accessing information about government programs and benefits. Often, the questions they have are complicated and urgent. The call center they reach, in many cases, is their only direct interaction with the government. That’s why it is critical for the representative to be knowledgeable and sensitive so that this interaction is a positive, productive citizen experience.

DialAmerica, a U.S.-only corporation with 50 years of experience, is committed to providing the quality service citizens need and expect. Headquartered in Mahwah, New Jersey, DialAmerica operates exclusively from 23 facilities located throughout the USA, including key cities such as San Diego, Columbus, Pittsburgh, Buffalo and Knoxville. The company and its founders are credited with pioneering the development of the teleservices industry and introducing many of its innovations.

Training
DialAmerica understands the needs of citizens and extensively trains its representatives to be sensitive, confident, responsible, quick-thinking and articulate. They deliver helpful, accurate information in a thoughtful, conversational but controlled manner. DialAmerica calls this approach ‘conscious conversation,’ and it’s proven to be highly effective in answering the questions and solving the problems of citizens.

At DialAmerica, training is an ongoing process. We conduct thorough initial training and update instruction sessions to ensure our representatives are successful with every interaction. Each call center has a mentor program, in which an experienced representative coaches a trainee, helping him or her to develop skills and advance within the company. We also offer a comprehensive training certification program covering all aspects of teleservices for representatives who want to move up the ladder.

Security
As a company that handles an average of 200 million calls a year, maintaining the highest standards of data security is a top priority. Our Maximum Uninterrupted Secure Technology (MUSTechnology) creates a technological fortress around all of our data to prevent security breaches.

All systems containing data are in secure areas accessible only to authorized staff members. These areas are locked and secured 24/7, 365 days a year. We run stringent background and reference checks on all employees before hiring. To prevent representatives from recording prospect or customer information, we operate in a completely paperless environment with no electronic equipment (cell phones, pagers, calculators) or writing instruments of any kind permitted at workstations.

Compliance
In today's tough regulatory environment, compliance is more important than ever. DialAmerica is 100 percent dedicated to following all local, state and federal laws and regulations.

Our compliance department thoroughly understands and tracks regulatory issues and immediately informs all divisions of any new requirements or changes. We retain legal counsel to help ensure ongoing compliance, and we also conduct frequent audits of call centers, along with compliance knowledge "pop quizzes" of our representatives to keep them on their toes. DialAmerica’s compliance program is so effective that we have never been cited for a telemarketing violation by any regulatory body.

Technology
DialAmerica’s interactive intelligence platform is a cross-functional system that incorporates today's most popular communication modes, including phone, email, chat, fax and text. Operating on a fully digital basis, our technology supports client information processing requirements across servers, midrange and PC computing environments so that our clients can easily access data whenever they need it. We combine both proprietary and non-proprietary technology to create systems large enough to support high-capacity needs, yet flexible enough to develop customized solutions.

Experience
DialAmerica has successfully executed high-value, customized teleservices programs across multiple industry sectors including government, education, healthcare, non-profit, energy, publishing and financial services.

Through our ThinSourcing business model we approach each client like a partner, not a vendor. We become an extension of their organization, deeply understanding their goals, subject matter and operating principles. When working with complex industries like financial services, healthcare and pharmaceutical, our representative’s knowledge, skill and sensitivity help guide citizens through life's many needs and changes. We are proud that our first call resolution is among the highest in the industry and that our client relationships, often 20 years or longer, are among the most enduring.