Benefits of Outsourcing

Federal

Federal Contact Center Outsourcing
Multiple Award Schedule (MAS) Contract: 47QSMS25D00AG

or speak to a team member today: (855) 702-5874

WHY OUTSOURCE

Why Partner with Velocitii Through the GSA Schedule?

Federal agencies face increasing demand for timely, reliable, and high-quality citizen support. Partnering with a trusted Business Process Outsourcing (BPO) provider like Velocitii allows your agency to expand capacity, improve service delivery, and achieve mission objectives efficiently — all while staying within budget.

With Velocitii on your team, agencies can:

  • Strengthen Citizen Engagement – Ensure every veteran, traveler, or taxpayer receives clear, timely, and respectful support.
  • Expand Capacity Quickly – Scale service teams to meet call volume surges, seasonal demands, or new program rollouts.
  • Improve Efficiency & Cost Savings – Leverage our trained workforce to reduce operating costs while maintaining high service quality.
  • Ensure Reliability & Compliance – Depend on secure, consistent processes that align with federal standards.
  • Enable Mission Focus – Free up internal staff to focus on policy, strategy, and critical mission areas while we manage day-to-day service delivery.
Velocitii Capability Statement
Velocitii shares the commitment to putting people first and ensuring every interaction is respectful, authentic, and solution-focused!

Manager of Consumer Engagement

The Velocitii Approach

Real People. Real Connections. Real Results.

Our service model is built on accessibility, transparency, and accountability. We empower our front-line teams with curiosity and problem-solving skills that help uncover opportunities and drive efficiency for your agency.

Velocitii’s approach centers on Real People making Real Connections to deliver Real Results. We do more than provide support. We become a trusted partner in helping your agency achieve its mission. By collaborating closely with federal teams, we create citizen-centered solutions that are reliable, scalable, and sustainable.

Real People:

  • US Based Workforce – Predominantly in Western NY
  • Experienced CX Professionals
  • Extensive CX/BPO Experience in Leadership Team

Real Connections:

  • Omni-channel Support – Giving citizens the flexibility to connect how they prefer
  • Every connection powered by human interaction
  • Positive and seamless customer experience, regardless of channel

Real Results:

  • Enhanced Citizen Experience: Respectful, reliable, and solution-focused support
  • Greater Cost Efficiency: Maximizing taxpayer value through retention and streamlined operations
  • Higher First-Call Resolution: Achieved through actionable insights and skilled agents

Our Services in Action

Launching an Entirely New Customer Service Team

37 .4%

New Enrollment Members

Client:

A federal employee healthcare insurance organization looking to improve customer service and grow new membership enrollment.

Initial Business Challenge:

  • Desire to create a “win-back” team to contact previous customer who had migrated to another provider
  • Needed ability to flex staffing of Inside Sales team based on seasonal need
  • Desired BPO partner with similar employee-focused culture
  • Lack of proactive monitoring of website inquiries​

Solution:

  • Launched steady state team of 4 agents
  • Augment staffing to support Open Enrollment season. In 2019, additional staffing = 45 agents: growing to 85 in 2021
  • Trained agents to identify callers by demographic type in order to offer best fit in healthcare coverage options

Customer Experience Enhancements:

  • 37.4% of all new open enrollment members were linked to a Velocitii interaction
  • Velocitii achieved a 14.3% conversion rate: 1 in 7 interactions with the Velocitii inbound sales team resulted in new enrollment
  • Conversion rate is double that achieved by the organization’s internal team
  • Consistent QA Score of 94% or greater
Partner with Velocitii to strengthen citizen connections and make every interaction a top priority.

or speak to a team member today: (855) 702-5874

OUR SERVICES

Onshore Outsourcing Business Services

Customer Care

Velocitii helps companies grow. We create remarkable customer service outsourcing experiences by approaching every connection in a transformational manner, not merely a transactional manner.

Back Office Support

Let Velocitii build your organizational bandwidth, boost efficiency, and increase corporate profitability by outsourcing routine repetitive administrative tasks to a highly skilled and dedicated team.

Explore All Services

Velocitii becomes a trusted partner in your mission, not just another service provider.

Citizens Deserve the Best

We partner with agencies that are committed to delivering exceptional service. Our employee-focused culture ensures that teams who feel valued provide respectful, reliable, and knowledgeable support. We carefully match representatives to your programs so they reflect your agency’s mission and values at every citizen interaction.

Partner with Velocitii to put citizens first and make every interaction count.

or speak to a team member today: (855) 702-5874