Under the leadership of Tanya Slater Lowe, Andy Huynh, and Renisha Smith, the Department of Labor’s National Contact Center (DOL-NCC) is being recognized for significantly advancing its service delivery. Handling approximately 400,000 phone and 75,000 email inquiries annually, the DOL-NCC has achieved notable performance in customer service, maintaining an impressive 30-second average speed-to-answer and high satisfaction scores.

 

In recent years, the DOL-NCC has implemented significant improvements. In early 2024, the center transitioned to the Genesys platform, enhancing its telephony, quality assurance, and workforce management capabilities. This upgrade introduced advanced speech analytics and real-time wait time displays on the DOL-NCC website, improving transparency and efficiency in managing call volumes. Additionally, the integration with Salesforce, a cloud-based and FedRAMP-certified CRM system, ensures robust security and streamlined operations.

 

The DOL-NCC also launched the Multilanguage Gateway in early 2024, which provides translation services for vital resources in several languages, including Spanish, Chinese, Filipino, Haitian, Korean, and Vietnamese. This initiative significantly broadens access to DOL services, accommodating approximately 49.9 million more individuals and reflecting the DOL’s commitment to serving a diverse population. The Gateway supports various departments and can translate materials on a high-priority basis within 1 to 2 business days.

 

These enhancements have led to faster and more efficient service for callers, with responses typically provided within 30 seconds. The DOL-NCC’s efforts have made critical information and assistance more accessible, regardless of language, and have set a high standard for public service, aligning with industry benchmarks for customer service excellence.

TANYA LOWE

Director

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ANDY HUYNH

Deputy Director

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RENISHA SMITH

Program Specialist