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U.S. AbilityOne Commission

James M. Kesteloot, Chairperson
Tina Ballard, Executive Director

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Contact Center Services

For federal and DoD customers seeking contact center, help desk and switchboard solutions, the AbilityOne Program offers customer satisfaction scores and productivity levels that are unmatched within the contact center industry.

AbilityOne nonprofit agencies (NPAs) manage 29 contact center contracts and 33 switchboard operation contracts, employing approximately 1,000 people with disabilities. The Program handles volumes exceeding 17 million contacts per year, 24/7, 365 days per year.

Our Contact Center services include:

Service operations are flexible for customers with geographically dispersed needs:

  • On-site operation with agents at your site or your contractor’s site
  • Off-site, facility-based full service operation including contact center technologies and secured data centers (turnkey operation)
  • Off-site, full service operation utilizing At Home agent program
  • Any combination of the above

How AbilityOne Compares:

Category AbilityOne Commercial
Average Speed of Answer 12.2 seconds 29 seconds
Abandon Rate less than 2% 4%
Service Level 80% of calls answered in 20 seconds or less 80% of calls answered in 30 seconds or less
1st Call Resolution 90.2% 81%
Service Quality Score 95.3% 91%
Customer Satisfaction Score 96.3% 89%
Turnover Rate 10% 31%
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The AbilityOne logo is a registered trademark of the U.S. AbilityOne Commission which administers the AbilityOne Program.
Email Customer Service Inquiry info@abilityone.gov
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Telephone (800) 999-5963

Video: Contact Center Services

Video: Contact Center Services

Download Brochure

PDF Contact Centers Brochure (PDF)

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

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