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U.S. AbilityOne Commission

James M. Kesteloot, Chairperson
Tina Ballard, Executive Director

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On-Site Staffing and Turnkey Operations

On-site staffing

If your agency is plagued by typical high turnover in your contact center or help desk, you may wish to augment your staff with a group of qualified career-driven agents. AbilityOne Contact Center Services offers on-site staffing assistance through our access to over 600 AbilityOne affiliated nonprofits nationwide. On-site assistance typically means that AbilityOne contact center or help desk agents are managed at your own site. The agents take part in training just like other agents hired through your agency or your agency contractor. However the AbilityOne nonprofit offers additional case management and supervision on-site to ensure the success of employees with disabilities

AbilityOne provides agents at the site of a contractor for the Dept. of Health, Centers for Medicare and Medicaid. Switchboard operations are also typically using the on-site delivery model at the Dept. of Veteran’s Affairs Medical Centers, military bases, and other civilian agencies.

The high level benefits of an on-site staffing option are:

  • Improved job development, training and agent quality services
  • Lower external turnover
  • Higher agent productivity
  • Better customer service experience for your clientele

Turnkey contact center and help desk operations

We offer turnkey contact center and help desk operations at a lower cost with better service quality results, providing you with the best value solution. We offer high quality off-site operations providing national geographic coverage, quality agents, and multi-channel customer service delivery points.

Our turnkey operations lower costs to you through our lower turnover of agents and through access to state-of-the-art technology solutions. If we deploy our own preferred technology solutions, we work with a contact center hosted technology provider to provide highly sophisticated multi-channel contact handling without the high IT costs. The system also offers quality management tools and location-independent agent access if so desired.

AbilityOne also offers access to advanced knowledge management processes through our partnership with technology solution providers. We implement your contact center or help desk utilizing industry-leading operational processes, policies and procedures through our process framework developed by the International Customer Management Institute (ICMI) and other industry experts.

Our agents have been benchmarked as higher in performance, productivity, and customer satisfaction. We offer off-site contact center operations as a portion of your total services to augment your staff, to provide a business continuity site, or to operate your entire customer service operation requirement.

The high level benefits of our off-site turnkey operations are:

  • Lower turnover rates
  • Lower training costs
  • Higher agent utilization rates
  • High problem resolution rates
  • Better quality customer response and handling
  • Better quality management tools
  • Increased redundancy and disaster recovery handling
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Top Customers

Defense Logistics Agency

Internal Revenue Service

Health and Human Services, Centers for Medicare and Medicaid

Health and Human Services, AHRQ

Department of State, National Passport Information Center

Department of Veterans Affairs

U.S. Air Force: 12 bases for Air Mobility Command

Department of Justice


Awards & Recognition

  • 2008 International Spirit of Service Award by the International Customer Management Institute, Inc. to Irma Mitchell of Inspiritec
  • 2005 Director’s Award, Dept. of Treasury, Internal Revenue Service, to NTI
  • 2005 Al Gore Hammer Award for Defense Logistics Agency operated by Peckham Industries, Inc.

“Through innovation and exceptional teamwork, this has become an example of how highly-skilled employees with disabilities can mesh with the existing government workforce and meet the challenges we face today and tomorrow.”

Col. Joseph Cassel, Commander, USMC Defense Logistics Information Service Battlecreek, MI

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