Contact Center Solutions

Contact Center Solutions

Contact Center Solutions

Peckham is a private 501(c)3 Michigan corporation, incorporated in 1976, headquartered in Lansing, Michigan, with over 20-years of experience successfully operating multiple U.S. Government contact centers and IT Helpdesks. Peckham believes in social responsibility and is the premier provider of contact centers and IT helpdesks within the AbilityOne program, creating jobs for people with disabilities and other barriers to employment.

Peckham’s 1,500 team members handle nearly 9 million contacts per year through phone, email and chat. Peckham delivers best in class services through an experienced leadership team, knowledgeable staff, and a considerable amount of resources, allowing Peckham to operationalize emergency call centers within hours after notification of the need.

Contact Center Solutions Case Study

Current Government Contracts

  • Defense Logistics Agency Customer Interaction Center and Enterprise Helpdesk
  • U.S. Department of Health and Human Services
  • U.S. Department of State National Passport Information Center
  • U.S. Department of Agriculture

Peckham uses robust and highly available systems to meet our customer’s needs. We have centers in multiple locations in separate time zones to ensure disaster avoidance and continuous up time. Our solutions are designed to meet customer requirements for capability and reliability.

 

  • Automatic Call Distribution

    Allows dynamic contact routing based upon availability, CSR skills, activity, availability, current workload distributions, and supports the transfer of calls between internal and external agencies, such as the Tier 1.5 and Tier 2 groups, allowing an automated rollover.

  • Recording

    Voice, screen, and web chat sessions are captured and recorded for quality monitoring and customer specific needs such as fraud monitoring or customer management. Peckham typically records 100% of all contacts, which are retained for 90 days.

  • Speech Analytics

    Allows data analysts to rapidly and efficiently analyze call recordings for quality management, compliance and business intelligence.

  • Integrated Voice Response (IVR)

    IVR is programmed in the ACD to support the call handling trees, informing callers that calls may be recorded, and to allow programming ability for notifications such as options for language selection, outages, FAQs, leave a voice mail, or to speak with a live CSR.

  • Multiple Contact Channel Support

    Peckham designs customer solutions that allow the end-user to choose their preferred contact channel and drive efficiency.

  • Multi-Tenant Customer Relationship Management (CRM)

    Our solutions are designed to collect the contact information needed by our customers. We are proficient in several CRM tools and can create integrations with our customer’s backend systems that enable our CSRs to securely access the data necessary to support the caller.

  • Incident Management

    CSRs follow standard processes to identify the end-user’s issue, determine corrective actions, create an incident or service request or assist the customer with doing so, and document the steps taken to resolve reported incidents. Our service desk management team works to review ticket trends and identify recurring or systemic issues as part of our ITIL-based continuous service improvement process.

  • Ticket Tracking

    If desired, our ITIL-based processes allow our CSRs to retain ticket ownership as a single point of contact, which ensures there are no missteps or gaps in issue coordination.

  • Knowledge Centered Service (KCS)

    Peckham uses knowledge centered service to ensure our CSRs have current and accurate information and processes necessary to support the caller’s needs.

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Customer satisfaction rate
Industry Average: 83.5%
Contact Center Solutions Our Difference Info 02
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Agent retention rate
Industry Average: 60%
Contact Center Solutions Our Difference Info 05
%
Proper contact resolution
Industry Average FCR Rate: 88.7%
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U.S. Government customer, Tier 1 Service Desk.  MetricNet, LLC. assessment from 2019

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CREDENTIALS & ACCREDITATIONS

Peckham is a member of the Help Desk Institute (HDI) and of ICMI (International Customer Management Institute). Both HDI and ICMI offer valuable training and certification programs for our staff as well as the opportunity to learn about innovations in the call center industry.

Additionally, Peckham is ISO certified for its call center solution and we have a well-developed, proven quality system that allows us to achieve consistently high performance.

Contact Center Solutions Better Technology Person
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Customer
Satisfaction
Rating

Peckham consistently delivers on key performance metrics for our clients, including a nearly 95% customer satisfaction rating - 10% higher than the industry average.

Our company-wide quality assurance program ensures we focus on quality customer care. Our staff qualifications and experience include Six Sigma, Lean Principles, Problem Solving Methodologies, Quality Tools, Statistical Techniques, Continuous Improvement, and Supplier Development methodologies.

We maintain ISO-9001:2015 certification to ensure we meet the highest quality standards in the industry.

CHECK OUT OUR CONTACT CENTER SOLUTIONS PECKHAM IN ACTION STORIES

Peckham In Action highlights our team member success stories. They reflect how our lines of business allow us to fulfill our mission of providing jobs and services for individuals with disabilities and/or other barriers to employment.