US Census Bureau

US Census Bureau
2010 DRIS Call Center Services

 Challenge

The Census, taken every 10 years, is a huge data collection challenge involving both inbound and outbound contact center support.  Senture, was the only small business selected to provide contact center services. 

Solution

  • Recruited, screened, hired and trained 1,500 CSRs, in addition to support staff, between December 2009 and April 2010
  • Provided oversight and management support, as well as facilities and infrastructure, for this effort
Results
  • Senture operated with live agents available 7 days/week (including holidays) over the course of 4 months
  • Of the call centers supporting Census, Senture was the only call center to achieve a 100% quality score