Child support agencies can outsource the design, installation, and operation of customer service call centers. Customer service call centers serve a multitude of purposes including answering general child support questions, case specific questions, or financial questions posed by child support agency clients and stakeholders. The Child Support Division of MAXIMUS provides call center services as the front-end customer service point of contact for child support programs, powered by back-end technology that provides glitch-free assistance to parents and employers.

MAXIMUS leads the nation in child support customer service call center work. Our substantial experience operating statewide and SDU call centers stems from our years of hiring and training staff and automating system protocols. Answering three million calls a year requires strict adherence to state policy and a genuine understanding of the complexities of the child support program, which are taught and reinforced to MAXIMUS customer service representatives. We pride ourselves on our short waiting periods and wrap-up times.

MAXIMUS provides seamless customer service to all telephone or mail inquiries at the customer service call centers we operate. We operated the nation’s first outsourced, stand-alone statewide child support customer service unit, in Montana. We operated stand-alone customer service units in Prince George’s County, Maryland and Tennessee and currently provide a statewide call center to the State of Iowa. In addition, we operate several customer service units as part of our other child support operations.

MAXIMUS pioneered the child support customer service call center. We combine superior technical operations with substantive child support expertise, which results in accurate, efficient call center operations. Our thorough training program for customer service representatives ensures quick, courteous, and accurate responses to callers. We consistently monitor call flow and response time to ensure callers are receiving superior customer service.

• Hardware
• Software
• Internet Solutions
• Call Flow
• Response Times
• Scripts
• Training
• Client Satisfaction