A CCaaS is more than just a recording, it is a complex operation requiring automation, data validation and reporting, and communication with databases and USCB agents. CQA needed all these functions to run smoothly and without error to be able to accurately count the entire U.S. population.
The CQA program established a two-tier CCaaS designed to answer the questions of census respondents and provide aid. Tier 1 provided telephone assistance through an interactive voice response (IVR), and Tier 2 provided real-time assistance through CQA agents.
To deliver the required functionality, the CQA Program had to combine system capabilities with infrastructure, personnel, and processes to deliver:
- A multi-site contact center infrastructure and operations,
- Inbound operations to aid callers and facilitate responses to the census,
- Technologies and tools to measure, optimize, and report program performance, and
- Outbound operations to verify respondent information.