About HighPointAs the citizen experience companyTM, we help government agencies elevate the citizen experience. Our strategic innovations and core capabilities of training, content development, contact center optimization and quality assurance services deliver a citizen-first methodology for our federal government clients. We create, implement, execute, and measure integrated solutions to help citizens have increasingly positive experiences with federal agencies. Give us your citizen experience (CX) challenges, and together, we’ll design a solution to fit your needs.HighPoint GlobalHPG_c5d5c57a-d2af-11e6-8e48-3c000fbcdb3bHighPoint Global® was founded in 2006 by Ben Lanius. We are privately held and have recently been experiencing exponential growth, increasing revenues from around $1.5 million to nearly $100 million in revenue in 2014. In 2015, Forbes Magazine named us the 16th Most Promising Company in America; we received a 2014 Stevie® Award for the Fastest Growing Companies in America from the American Business Awards. HighPoint has also been recognized in Inc. Magazine's Top 500 Fastest Growing Companies in America in 2015 and 2014.Ben LaniusGovernment AgenciesCitizens have increasingly positive experiences with federal agencies._c5d5cac0-d2af-11e6-8e48-3c000fbcdb3bTo help government agencies elevate the citizen experience._c5d5cbb0-d2af-11e6-8e48-3c000fbcdb3bPartnershipWhat Clients Can Expect -- HighPoint partners with our clients to understand issues, create solutions, and implement innovative and effective strategies. AgilityWe are committed to staying agile and efficient to produce lasting results for our customers. We offer:ResultsCommitmentA Firm Commitment to Our Clients: Each aspect of a project is thoroughly considered, effectively coordinated, and communicated to our customers along the way.QualificationsHighly Qualified Employees: We attract and retain the industry's top managers, project managers, instructional designers, and course and media developers, most with more than 10 years of experience on key projects.ResponsivenessTimely Responses: Our streamlined management structure provides our customers with direct access to company decision-makers, enabling us to respond quickly to customer needs.ExpertiseNationally Renowned Expertise: We are proud to be one of 10 organizations in the United States participating in the development of program and project management standards for the International Standards Organization (ISO).InnovationInnovative Solutions: We bring the latest technology tools and groundbreaking solutions to our clients. Since we are technology agnostic, we can choose the components that best suit our clients’ needs.Citizen-First MethodologyDeliver a citizen-first methodology for our federal government clients._c5d5cc5a-d2af-11e6-8e48-3c000fbcdb3bFederal AgenciesTrainingProvide training_c5d5cd40-d2af-11e6-8e48-3c000fbcdb3b1We believe the key to a successful contact center and satisfied citizens is, in part, is to well-trained customer service representatives (CSRs). CSRs need robust and flexible training programs to know how to handle calls accurately, efficiently, and with the right attitudes. Our training programs ensure that customer service representatives understand the key issues and concerns of the citizens contacting them so they can respond to questions with accurate and timely information. We work closely with our clients, using existing data, to design learning solutions, create enterprise-wide training programs, and develop and integrate training aides and learning performance management tools to maximize on-the-job performance of your workforce.Content DevelopmentDevelop content_c5d5cdea-d2af-11e6-8e48-3c000fbcdb3b2Contact Center OptimizationOptimize contact center operations_c5d5d2a4-d2af-11e6-8e48-3c000fbcdb3b3Contact CentersEven in our digital, connected-anywhere world, the contact center is often a government agency’s primary (and possibly only) face to its constituents. The importance of its role in providing excellent customer service to the citizens is undeniable. However, in our multichannel world, this role becomes increasingly complex as consumers become more sophisticated in the way they interact with the contact center. Today’s citizens have come to expect highly personalized and efficient interaction with service representatives, from the bank to the site they buy shoes from. HighPoint specializes in providing high-quality solutions that respond to these citizen demands via phone calls, email interactions, web chat, text and social media. From infrastructure to operations, HighPoint oversees and optimizes every aspect of government call centers and help desks to ensure that they deliver the ideal customer experience. To be successful, call centers must have clear alignment between the customer service strategy and the broader agency strategy. With that alignment, the right technology solutions can be implemented to support this mission. HighPoint clients benefit from detailed and flexible operating models that fit the needs of their constituents and staff, balancing cost with high-quality customer experience.Quality AssuranceProvide quality assurance services _c5d5d3b2-d2af-11e6-8e48-3c000fbcdb3b4One of the great challenges for call centers today is overcoming initial customer apprehension. The call center and help desk experience is often frustrating and time consuming, so customers hesitate to contact call centers for help. At HighPoint, we improve the customer experience not only with superior training but also with quality assurance processes that help customer service representatives continuously improve their interactions to answer calls more efficiently and effectively, ultimately resulting in improved customer satisfaction. We optimize every aspect of the Customer Service Representative’s interaction with their constituents to ensure that they are able to provide citizen services to highest standards. We verify success through stringent, innovative quality assurance services that study outcomes and behaviors. We capture 100% of calls and electronic contacts and use sophisticated contact monitoring and analytical tools to scrutinize interactions between agents and customers. For example, our speech-to-text analytics can track occurrences of words and topics to identify trends. Other contractors even use our insights to coach and train their representatives.Project ManagementProvide project management services_c5d5d484-d2af-11e6-8e48-3c000fbcdb3b5Project ManagersPortfolio ManagersPerformance ManagersStrategic Project, Portfolio, and Performance Management -- HighPoint built its reputation by providing superior project management to its clients. Our legacy foundation in project management means that we approach every aspect of every engagement as a project. We assign a project manager and create a single-page project dashboard to provide real-time status summaries, milestones, issues, risks, and deployment schedules so everyone involved is constantly informed. Our experts have developed our strategy layer upon layer with each project managed. By being one of only 10 organizations participating in the development of International Service Organization (ISO) standards, HighPoint has helped forge the cornerstones of the project management industry, defining the very standards for which it’s measured. Infrastructure & ServicesProve IT infrastructure support and managed services integration_c5d5d556-d2af-11e6-8e48-3c000fbcdb3b6Successful call center management and operation hinges on an efficient and reliable IT infrastructure and managed services. We have proven expertise in engineering and integrating both new and existing systems to improve performance, expedite reporting, accelerate solutions, and increase the data granularity while maintaining the highest security levels. We assist our customers by improving their operations and helping them reduce costs while recognizing efficiencies and achieving higher service levels. We improve our customers’ overall security, business resilience, and compliance and are flexible and scalable -- able to adapt to any changing business condition.2017-01-04http://www.highpointglobal.com/our-company/OwenAmburOwen.Ambur@verizon.net