Federal Government Agency Wins Call Center Customer Service Award For Pre-Employment Screening Technology

The U.S. Department of Transportation Federal Motor Carrier Safety Administration (FMCSA) acquired a bronze Stevie Award ultimate week for the “Best Use of Technology in Customer Service.” The award acknowledges the advances made in name center-related technology, mainly the Pre-Employment Screening Program (PSP). PSP offers trucking firms, bus companies, and even the character drivers, immediately and invulnerable get admission to to business drivers’ protection records records. Since the program’s inception in 2010, FMCSA has partnered with NIC to control all factors of PSP carrier delivery, along with communications, outreach, internet site development, and consumer support.

“The PSP group has completed a top notch job bettering the internet site to enhance the user’s experience,” stated Laura Fredrickson, NIC’s General Manager. “Our mission is to make the PSP internet site as intuitive and simple as viable and we are honored that FMCSA obtained this award.”

Since 2010, the PSP consumer base has grown 1,800% to greater than 40,000 users. To help the swiftly increasing person base, the PSP crew has improved the internet site with useful and visible enhancements on average, each and every two months. That has resulted in a 25% discount in cellphone calls to the name core in the closing 12 months. Examples of associated internet site enhancements encompass a redesigned and streamlined PSP website, consumer self-service for unlocking debts the use of protection questions, and a stay chat function permitting customers to chat with name middle representatives.

According to a find out about launched by way of FMCSA in 2013, carriers the usage of PSP have positively impacted the security of America’s roadways. The learn about suggests that carriers the use of PSP have, on average, diminished crash costs through eight percent, and driver out-of-service (OOS) fees by using 17 percent. In the 12 months studied, an estimated 863 crashes and over 3,500 driver OOS incidents have been avoided through the service team that used PSP. The effects of the find out about can be determined here.

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