Child support agencies are continually challenged to do more with less, yet customer expectations are higher than ever.  As IV-D agencies look for ways to enhance performance, improve cost efficiency, and increase customer satisfaction, customer service call centers should be on the radar.

A customer service call center blends personalized service with state of the art technology to provide swift, accurate, and friendly responses to customers who call in with questions, issues, or information regarding child support.   Implementing a call center is an ideal way for a child support agency to satisfy customer demands for expedient phone assistance while also maintaining an unwavering focus on its core mission of child support enforcement.  In fact, a call center can create an environment for an agency to excel in both areas. Separating responsibility for incoming calls from case management allows the agency an opportunity to engage the staff best suited to each very different function.

A public-private partnership is an ideal vehicle for the implementation and operation of a call center.   This arrangement allows the IV-D agency to provide oversight and contract monitoring, while the private sector partner manages daily operations.  In developing a Request for Proposal and contract, the agency can set standards that meet its needs and budget, and reward or  penalize a contractor based on performance.  A private partner generally has more flexibility than government to purchase; upgrade; and replace equipment and telephony; hire and fire staff; and implement innovations that will forward the goals of the contract. When a child support call center is in the hands of a trusted partner, the IV-D agency can devote its complete attention to advancing the vital mission of the program.

Contractors with the right combination of call center and child support operational experience can bring the best of both worlds to a customer service call center.  YoungWilliams is one of a handful of vendors with this unique blend of experience.   In this small group, we are the only vendor that specializes exclusively in child support.  We are passionate about the child support enforcement program and steadfast in our commitment to the program’s values, goals, and championship for children.  We are a proud member of the child support community and a proud partner to government. 

Our work speaks for itself. Our customer service teams in Nebraska and Virginia have received a total of three customer service awards from the federal Office of Child Support Enforcement (OCSE).  In 2002, our Nebraska Call Center in partnership with the State was recognized for its successful implementation.  In 2005, the Nebreaska-YoungWilliams operated Call Center earned an award for its  Early Intervention Project. The Commonwealth of Virginia and YoungWilliams shared a 2008 award for Exemplary Customer Service.

Photo:  Our large, modern Virginia Customer Service Facility in Martinsville, Virginia.