News

Virginia Partners with YoungWilliams

Thursday, April 27, 2017

The Commonwealth of Virginia Department of Social Services (VDSS) has entered into a five-year contract with YoungWilliams to operate its new Enterprise Customer Services Center (ESCS), which will support the Divisions of Child Care & Early Childhood Development (CCECD), Benefit Programs (DCBP), and Child Support Enforcement (DCSE).  YoungWilliams has partnered with the Commonwealth since 2008, when it began resolving incoming calls to the VDSS Child Support Customer Service Center.  Since that time, services have been expanded to include CCECD and DCBP.  Other programs may be added in the future.

The new Enterprise Customer Services Center represents the VDSS vision for a state-of-the -art center that will provide “5-Star” customer care.  YoungWilliams’ Vice President of Contact Centers, John Stapleton, stated   “We are dedicated to fulfilling the Department’s objectives, and continuing to provide an outstanding level of service to its customers and constituents." 

In addition to a highly-trained and motivated staff, YoungWilliams’ solution includes an omni-channel communications platform that supports text messaging and web-chats, as well as the more traditional inbound and outbound calling.

YoungWilliams has a reputation for hassle-free contracts and excellent customer care.  The firm’s contact centers have earned two federal awards for customer service. Based in Ridgeland, Mississippi, YoungWilliams has 43 offices in 11 states, and resolves over 3.7 million calls annually.  Clients are government child support and human service agencies that seek an experienced private-sector partner to deliver specialized services such as customer contact centers, child support payment processing, and local child support operations.