Service Center Services
BiC-1’s Service Centers are similar to what the industry refers to as “Business Process Outsourcing (BPO).” BPO is an IT-enabled service offering where non-core business functions are outsourced to enhance Mission Effectiveness while optimizing operational costs. While BPO spans a broad range of business functions, including CRM (Call Center, Marketing, and Sales), HR, Finance & Accounting, Record Management, Transaction Processing, and Logistics, BiC-1 primarily specializes in Service and Contract Center Services for federal, state, and local government customers.
One example of BiC-1’s success in service center operations is our fully functional contact center in East Machias, Maine, which supports US Navy operations. These achievements were recognized in the 110th Congressional Record, where the US Senate acknowledged BiC-1 as an outstanding small business in 2007 for providing IT Services, engineering, and call center support. In 2001, BiC-1 established the Human Resources Benefits Call Center (HRBCC) as a 3-year pilot program to provide timely and accurate information on health insurance, life insurance, and thrift savings plan options to the Navy’s civilian employees. The program was so successful that by the second year, the Navy expanded the service from 40,000 employees within one region to the entire 186,000-strong, seven-region global civilian workforce.
In response to these new demands, BiC-1 demonstrated its commitment to “Expert Call Center” services by designing and constructing a 7,000 sq. ft. call center facility to house the permanent HRBCC, designed to accommodate future growth. Led by a team of benefits and program management specialists, our entire staff is trained and certified by the Navy in both general and subject-matter client servicing Human Resources (HR) areas.
BiC-1’s HRBCC handles over 7,000 calls monthly through centralized operations, utilizing Voice Over IP (VOIP) with an Automated Call Distribution (ACD) system. During Open Season, we manage as many as 800 calls per day, ensuring Navy customers receive immediate assistance from our Customer Service Representatives (CSRs), typically within 3-5 seconds. Our system quickly accesses computer-assisted relational databases to retrieve customer information automatically.
Our staff is fully equipped to handle any technical assistance, information, or order-taking needs your business may require, representing you seamlessly to your customers.
We have consistently met and exceeded the Navy’s standards by maintaining a 95% accuracy rate during the first year of operation, and we have since increased accuracy to over 98%. We can achieve similar results for you!
We retain our staff by providing a quality work environment, competitive pay, benefits, incentives, and job satisfaction, ensuring consistency and reliability in our service.
BiC-1 delivers low-cost, on-shore call center services, making it a reality!