According to a company statement, HP will provide customer engagement management services for the USCIS National Customer Service Center under the five-year task order.
“HP fully supports the bureau’s focus on bringing USCIS closer to the public and providing effective outcomes for those who call for assistance,” said Marilyn Crouther, senior vice president and general manager at HP Enterprise Services.
The company will manage the call centers which help people applying for citizenship or who need immigration assistance.
HP will also recruit, hire, train and manage a skilled team of over 200 contact center professionals, who will address questions related to citizenship and immigration by phone.
“Immigration services is commonly the first experience a potential new citizen has in dealing with the U.S. government, so agents must be informed, professional and expedient,” Crouther added.
The call center will cater to email and chat support in the future.
Through this effort, HP aims to improve service center quality and efficiency in answering and resolving the 150,000 calls received per month.
To help ensure call center workers access relevant information about the process and applicants, Microsoft“™s customer relationship management offering Microsoft dynamics CRM will be used to manage all contacts.