The Workforce Development Center launched a new customer call center to provide faster service and enhance customer experience and introduce dedicated lines for English, Spanish, Amharic and Dari language speakers.
The system will reduce customer wait times by automatically rerouting calls to the next available representative. If a call is missed by one representative, the next available will receive the call, resulting in fewer dropped calls. The system also helps route customers to the representative with the most knowledge and expertise to help them.
A new call-back feature will allow customers to leave their number for the next available representative to return their call without losing their place in the queue. If they choose to remain in queue, customers will be provided with estimated wait times and information about WDC programs and services.
The call center also has a designated queue for business customers, which will connect them directly to the next available business service specialist.
The system also allows customers to continue working with the same representative across channels and preserves their interaction history so they won’t have to repeat themselves, improving customer experience and reducing the time it takes to resolve an issue or provide a service.
WDC is a trusted resource, providing services and expertise to support job seeker and employer workforce needs in Alexandria. A certified One Stop Center, WDC serves a variety of skill levels, from those with advanced degrees and years of experience to those with limited education and experience. WDC also provides a range of services at no cost to businesses.
In July, WDC launched “Strive & Thrive: Helping Alexandria Stay Resilient & Get Back to Work” to support Alexandria’s workforce and employers by offering events, services and training remotely and online, including virtual recruitment events, online job readiness and essential skills workshops, a redesigned job board and informational sessions for employers and job seekers