News

YoungWilliams to Operate Louisiana’s Statewide Customer Service Center

Tuesday, January 8, 2019

After a public procurement process, the State of Louisiana entered into a master contract with YoungWilliams to operate its statewide customer service call center. Under the master contract, state departments, political subdivisions, and other government entities that use Louisiana’s public procurement process may enter into specific agreements with YoungWilliams to provide services. The new customer service center, which will be launched in March, 2019, will initially replace a call center operated by another contractor on behalf of Department of Children and Family Services (DCFS).  YoungWilliams plans to provide call center services from two locations, one in Bossier City and one in Baton Rouge.  The company will respond to inquiries and generate outbound messages on behalf of the child support, Family Independence Temporary Assistance Program (FITAP), Supplemental Nutrition Assistance Program (SNAP), and other programs under the umbrella of DCFS.

John Stapleton, Vice President of Contact Centers, stated, “We are collaborating closely with the State to create a flagship customer service center.  Our goal is to deliver outstanding customer care, while complementing and supporting the essential work of our public-sector partners.”

In addition to answering incoming phone calls, YoungWilliams plans to implement multiple modes of communication to satisfy customer preferences.  These include webchat, email, mobile applications, and text messaging.  The end result will be an enterprise contact center that meets customers where they are.

YoungWilliams brings its own proprietary state-of-the-art technology to the project, and is partnering with Microsoft, Genesys, and Avtex to provide sophisticated omni-channel telephony and a cloud-based, customer contact solution.  These innovations will not only optimize performance and cost-effectiveness for the State, they will contribute to an excellent experience for customers who interact with the YoungWilliams-operated contact center.

Headquartered in Ridgeland, Mississippi, YoungWilliams has over 1,200 employees in 63 offices in 11 states. YoungWilliams has contracted with state and local government agencies for over two decades to deliver services in the areas of child support, health, human services and other public assistance and self-sufficiency programs. Its operations include statewide customer service centers, local child support offices, payment processing centers, and intake and business processing centers. Its focus on the needs of customers has earned the company several awards for excellent customer care. For more information, about YoungWilliams and career opportunities, visit www.youngwilliams.com.