Customer Service Solutions

Phone Calls

Outsource your inbound and outbound phone call support to improve operational efficiency. Our services better connect state and local agencies and departments to their customers for better overall service.

Inbound Phone Calls

Our outsourced inbound support delivers increased service levels and excellent First Call Resolution Rates, across multiple communication channels and departments.

Our team-based staffing ensures your agency is assigned highly trained CSRs with in-depth knowledge of your specific policies and procedures.

CMD will establish a highly responsive inbound support structure that is completely seamless to constituents reaching out to your agency.

Our custom inbound support services will provide your AGENCY:

Calls – 93+% first-contact resolution (Tier 3 Service)

Deliver consistent service levels over fluctuating call volume​

Detail data and intelligence on each call reason​

IVR – Voice automation customized to your messaging​

Free up staff to focus on more important processing issues ​

Outbound Phone Calls

CMD removes the administrative burden of making contact with your constituents.

We deliver the technology and resources that allow you to develop a proactive communication to quickly reach your customers about important deadlines and events.

Examples of how we work with institutions:

Admissions/Enrollment Support

Proactively reach out to accepted constituents with estimated award packages to increase conversion

Alert admitted constituents of missing data

Understand and determine acceptance status sooner

Address enrollment processes and timelines

Financial Aid

FAFSA Completion Support

Verification Follow Up

Award Letter Counseling

Proactive outreach before deadlines are missed

Registration & Student Records

Welcome new constituents, ease the on-boarding process

Transcript Request Support

Notification of Registration Holds and instructions

Registration deadline notification

Bursar & Student Account Support

Assist constituents with e-billing sign up and questions

Assist constituents with payment plan registration and questions

Tuition/Receivables Follow-up/Payment Plan Monitoring

Default Prevention

Reach out to high-risk constituents with assistance

Counsel and direct constituents to specific default prevention tools

Develop letters and follow up campaigns to specific cohort groups

Customer Service Solutions for Government

Get started with a conversation on how our support services can assist your department or agency in meeting your customer service needs.

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