CEO Today - April 2023

www.ceotodaymagazine.com 41 THE CEO INTERVIEW • CRP’s strong and responsive client-driven orientation in delivering high quality and value-added services – on time and within budget. What’s the history of CRP? I founded CRP in September 1988 to impact social policy and provide employment opportunities, particularly for minorities. CRP’s first government contracts were with the Federal Substance Abuse and Mental Health Services Administration (SAMHSA) and the District of Columbia Public Schools (DCPS). These efforts led to partnerships with the Centers for Disease Control and Prevention (CDC), the US departments of Interior, Labor and Education and several other agencies. After graduating from the Small Business Administration’s 8(a) program (2002), CRP developed a strong corporate infrastructure and won several multimillion-dollar contracts from SAMHSA and the US Department of Education, which improved our competitive position and financial bottom line. Over the past five years, CRP has partnered with five DC government agencies providing social policy research and programmanagement support services. CRP has provided customised solutions to meet the needs of clients in three domains: Staffing Augmentation Our staffing augmentation solutions include placing temporary, temp-tohire, and permanent personnel in administrative, technical, and other professional positions. In particular, CRP has recruited and placed full-time and parttime call centre representatives (CSRs), quality assurance analysts, and operations supervisors in four call centres in DC. We are now the go-to or “preferred vendor of choice” because of our ability to: respond to surge requests, provide qualified local candidates, and being available and flexible with our clients. Our CSRs provide the highest level of customer interaction services (inbound and outbound) to DC residents, businesses and healthcare service providers through our proven virtual work-from-home model. As trained, knowledgeable and trusted sources of information, CSRs can provide multi-channel solutions (e.g., telephone, email, chat) in close coordination with the client. Our CSRs: • Handle inbound and outbound inquiries with consistency, understanding, and responsiveness. • Leverage integrated, scalable contact centre technologies (e.g., Avaya Contact Center and AmazonWorkspace) to improve customer satisfaction and operational efficiency. • Provide short notice and ramp up capacity for urgent, unexpected surges of activity. • Consistently meet and often exceed rigorous contact centre performance metrics. • Utilise a knowledge management system to ensure accurate, quality responses to inquiries at the touch of a button.

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