Switchboard Services

We offer complete switchboard operation services. We provide all personnel, training, supervision, equipment, tools, and other items and services necessary to perform your switchboard operation requirements.

Calls are handled and processed in a courteous, informative and timely manner. Our operators provide the following call handling services:

• Call transferring
• Give basic information
• Directory assistance
• Conference call set up
• Emergency assistance

Our operators provide directory number and information assistance for our customers, and extend the call within 1 minute. We perform research to reply to any customer's information request. Our assistance includes the directory number, dialing plan access for the telephone, and/or a reference source, provided by you. We update your Telephone directory databases per request.

We provide operator assistance for conference calls. Our operators contact all conferees, notify them of the time for the conference call, and complete the call as requested.

We check emergency lines, circuits, lights, drops, internal circuits (e.g. DSN), and time hack once each day and report the results to our customers. Monthly history reporting contains as a minimum the total number of queue calls and total number of customer waits for the previous month.

Our operator's skills include:

• Knowledge of placing calls
• PC keyboarding of operator console feature operations
• Utilizing telephone customer database
• Training on basic understanding of telephone networks
• Emergency call handling such as 911 and code blue in medical/hospital settings

We put training materials together with your assistance and train our operators with regular updates to provide high quality telephone operator services.

Our switchboards range in size and scope. We operate very large, 24 hour switchboard operations at over fifteen Dept. of Veteran’s Affairs Medical Centers. These centers also include appointment reminders and patient scheduling. Other large switchboard operations include military bases where we handle thousands of calls per day for mission-critical operations.

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		customerservice@abilityone.org
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		(800) 999-5963

Top Customers

Defense Logistics Agency

Internal Revenue Service

Health and Human Services, Centers for Medicare and Medicaid

Health and Human Services, AHRQ

Department of State, National Passport Information Center

Department of Veterans Affairs

U.S. Air Force: 12 bases for Air Mobility Command

Department of Justice

Awards & Recognition

• 2008 International Spirit of Service Award by the International Customer Management Institute, Inc. to Irma Mitchell of Inspiritec
• 2005 Director’s Award, Dept. of Treasury, Internal Revenue Service, to NTI
• 2005 Al Gore Hammer Award for Defense Logistics Agency operated by Peckham Industries, Inc.

“Through innovation and exceptional teamwork, this has become an example of how highly-skilled employees with disabilities can mesh with the existing government workforce and meet the challenges we face today and tomorrow.”

Col. Joseph Cassel, Commander, USMC Defense Logistics Information Service Battlecreek, MI