Technically Oriented Call Center
ATL offers experienced Technically Oriented Call Center (TOCC) management services that provide our clients/agencies with an effective means to assist their interested program participants and stakeholders and inform them of important technical information. ATL's professional call agents have an in-depth understanding of public health and safety subjects and call center computer-based technologies, and our clients/agencies can be confident their stakeholders are getting accurate information and effective customer service.
ATL provides TOCC management services for technical assistance or regulatory compliance in the following technical areas:
- Occupational Safety and Public Health
- Nuclear, Radiological, and Hazardous Material Management
- Environmental Impact Assessment
- Emergency Preparedness and Risk Assessment
- Management and Policy Engineering
- Public Outreach and Tribal Relations
- Information Management
ATL offers experienced Technically Oriented Call Center (TOCC) management services that provide our clients/agencies with an effective means to assist their interested program participants and stakeholders and inform them of important technical information. ATL's professional call agents have an in-depth understanding of public health and safety subjects and call center computer-based technologies, and our clients/agencies can be confident their stakeholders are getting accurate information and effective customer service.
ATL provides TOCC management services for technical assistance or regulatory compliance in the following technical areas:
- Occupational Safety and Public Health
- Nuclear, Radiological, and Hazardous Material Management
- Environmental Impact Assessment
- Emergency Preparedness and Risk Assessment
- Management and Policy Engineering
- Public Outreach and Tribal Relations
- Information Management
ATL answers client demands for better customer communications with innovative solutions using advanced business tools, applications, and state-of-the-art telephone technology. We have taken customer relations management to the next level, applying data principles and integration to enhance technical support and customer service functions in call management operations.
A TOCC provides in-depth technical assistance to the stakeholders of a governmental agency in accordance with established and approved protocols. ATL provides professional personnel, training, equipment, protocols, and management structure to support a client's call center. This requires a high level of technical knowledge and accurate communication under a time-sensitive environment. The ATL TOCC support methodology is a process that allows an agency to answer stakeholder's information requests via phone calls, facsimile, web-based queries, and email. This four-stage process includes:
- Needs identification and question verification.
- Existing data search.
- Special technical research.
- Information approved for release.
In addition, the methodology has a built-in feedback and quality management mechanism. Quality assurance is accomplished through protocols, training, and information tools for each agent. A quality control supervisor is designated to work with the client/agency to further enhance the process. The TOCC process is designed to ensure that those routine, well-defined problems can be answered with automated means at lower costs while saving only the harder problems for the attention of live agents for further research.
As our TOCC management team works with the client/agency to further determine and meet the stakeholders' information and service needs, ATL will continue to define more automated means of call resolution and handle calls at earlier and earlier stages for faster response times. This overall methodology has been proven to be successful time and again. Currently, ATL is handling about 100 calls and 30 e-mails a day for one Federal health agency to respond to technically challenging health and safety inquiries nationwide with diverse language requirements.
