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Customer Contact Center

PSC operates dedicated, centralized support for all federal agencies and the public through toll-free numbers, email, interactive voice response, and a self-service Web portal. We provide consistent service levels, responses, and resources to ensure that we meet the needs and expectations of our customers and the people they serve.


Services offered include:

  • Toll-free calling using the Customer Contact Center number or a customer chosen toll-free number
  • Fully staffed Contact Center (multi-language customer support service available)
  • 24/7 self-service Web portal allows customers to search the same vast knowledge base used by our Contact Center staff
  • Interactive voice response system routes incoming calls and provides unattended services including voice mail, special announcements, and pre-recorded messages
  • Email support with trouble-ticket capability featuring immediate email acknowledgments, predefined email templates for auto-responses, and ability to redirect emails to the Contact Center automatically from any source
  • Weekly and monthly executive and operational reports summarizing performance metrics and analyses of call and email patterns
  • Automated customer satisfaction surveys for callers through the telephone keypad
  • Systematic approach to preserving program knowledge, developing competencies, and tracking trends
  • Benchmarking against other contract and industry standards
  • A secure environment monitored for systems and personnel compliance
  • Rapid setup time – the ability to stand up new agencies/programs within 8 to 12 weeks

Offered To

All federal agencies


Lori Frederick
(301) 492-4609