News

Virginia Celebrates Five Year Anniversary of Call Center

Monday, May 2, 2011

Officials from the Virginia Department of Social Services (VDSS) and YoungWilliams, P.C., attended the fifth anniversary celebration of the Virginia Child Support Customer Service Call Center in Martinsville, Virginia.  Implemented in May, 2006, the ninety YoungWilliams employees at the Call Center handle about 90,000 calls per month relating to Virginia’s 359,000 child support cases. 

YoungWilliams consistently meets rigorous performance standards set by the VDSS to ensure a high quality customer experience.  Ninety percent of all calls are answered within sixty seconds, and follow-up surveys completed by customers indicate they are pleased with the handling of their calls. Call center representatives provide case specific information to authorized parties, as well as general information to members of the public who phone with child support questions. In 2008, the Call Center won the federal Office of Child Support Enforcement’s Award for Exemplary Customer Service.

A collaborative effort, the success of the Call Center is attributable to the strong public-private partnership between the VDSS and YoungWilliams.  The Call Center is in place to allow VDSS child support professionals in twenty-one field offices across the Commonwealth to focus on their core mission of collecting support for children.  In 2010, VDSS collected $635 million in child support payments.  “We are very proud to be a part of Virginia’s child support team,” stated YoungWilliams Project Manager, John Hale. “The Virginia program has an excellent reputation for innovation and leadership in the child support community, and we are glad to be able to contribute to this high-performing organization.”

The Virginia Call Center is one of a number of call centers operated by YoungWilliams.  The company operates comprehensive child support call centers in Mississippi, Missouri and Nebraska, and a child support payment processing call center in Kansas.  YoungWilliams has also established call centers in its larger, full service child support offices, and runs an outbound calling center in Texas in conjunction with its Employer Maintenance Unit (EMU) contract.