Agency Contact Center Support

Reducing Customer Support Bottlenecks

Managing customer and agent inquiries efficiently is critical to maintaining public service satisfaction. Brandt’s Contact Center provides expert support with multi-channel communication, ensuring customers receive timely and accurate responses while reducing agency workload. With a team of remote agents geographically dispersed across the country, support is always available—regardless of local weather conditions or regional events—ensuring uninterrupted service when it’s needed most.

Shared Mission & Culture

With over 25 years of experience, Brandt provides comprehensive contact center support services including Help Desk, Contact Center, online support, and telephone sales. All Contact Center Agents are Brandt employees who share our mission and culture.

Intelligent Call Routing

Brandt’s telephony platform begins with Interactive Voice Response (IVR), prompting the customer with specific questions to properly direct the call. The customer may opt to speak with a live Agent or continue with IVR. Brandt can also offer additional IVR implementation for specific workflows, allowing customers to access certain features using touch-tone features.

Contact Channels

Phone Calls

Email Support

Text Message (SMS)

Interactive Voice Response (IVR)

Call Monitoring & Performance Reporting

Our Call Center Managers oversee call quality through live and recorded call monitoring, regular coaching sessions, and customer satisfaction surveys. Trainers and state-specific documentation ensure agents are always up to date, while integrated customer support tools enable issue tracking and performance trends. Detailed weekly and monthly reporting keeps service levels and operational excellence front and center.

Results That Matter

Trusted by Agencies Nationwide

Every December, Brandt’s Contact Center can receive up to 15,000 calls from Go Outdoors Idaho customers in one day, during their nonresident big game tag sale. The queued calls begin hours before the sale starts, and call-backs are wrapped up within a few hours of the tags selling out. Even on the busiest of days, our trained and called staff are ready to take the call and positively represent your agency system sales and inquiries.

Frequently Asked
Questions

Can Brandt’s Contact Center scale for peak seasons?
Yes, our scalable staffing model allows us to adjust support levels based on demand, ensuring smooth operations during peak times.
Is Brandt’s Contact Center PCI-compliant for payments?
Yes, our Contact Center follows strict security standards to ensure secure and compliant payment processing.
Can your support team be trained on our specific processes?
Absolutely. Our dedicated teams undergo customized training to align with each agency’s unique procedures, business rules, laws, and customer service expectations. To ensure continuous improvement, our Training Curriculum and Documentation are regularly updated with both existing and newly identified Q&A scenarios from testing and implementation.
What happens when someone calls and needs to speak with the state agency directly?
Contact center agents are able to facilitate warm transfers for users seeking guidance on regulations, accounting, revocations, or specific client data issues that your agency requires we transfer.