US Embassy

Since 1996 RESPONSE has provided a consular information and appointment booking process on behalf of the US Embassy in London and the US Consulate in Belfast.

RESPONSE is required to handle enquiries from callers across a diverse demographic population, covering general enquiries through to callers with extremely sensitive or difficult personal situations. On average, we currently handle in excess of 5,000 calls per week although this can change radically due to seasonality.

The challenge:

Provision of a number of contact centre services which are staffed by experienced and multi-skilled advisors supporting:

• Non-immigrant visas
• Immigrant visas
• Department of Homeland Security issues

Provision of a robust platform for the timely, effective and efficient dissemination of consular information, related guidance and support to client groups including:

• the general public
• the travel industry and airlines
• the legal community
• third country missions
• non-governmental organisations
• US departments and agencies

Our solution:

• Multichannel management of calls, appointments, payments, and correspondence
• Introduction of our Relatis® platform as a knowledge management tool
• Introduction of a survey to track key customer satisfaction metrics
• Group booking management to reduce time spent arranging appointments

Results included:

• A much improved customer experience
• Increased efficiency
• Reduced costs by dramatically decreasing the time spent on arranging appointments
• Recognition by our peers when we were awarded Public Sector Outsourcing Project of the Year in 2007 by the National Outsourcing Association

Download the full story - Public sector case study (pdf 200.95 kB)