The Equal Employment Opportunity Commission has voted 3-2 to extend its National Contact Center contract with Pearson Government Solutions for one year to September 2007, and it announced that the National Academy of Public Administration would evaluate the contact center at that time.
Launched in March 2005, the pilot program took in about 400,000 inquiries and was monitored for quality assurance and to track demographics, issues and concerns that could help shape the center’s operations and agency policy, according to EEOC.
The Kansas-based call center provides access to customer service reps in 150 languages. EEOC chair Cari M. Dominguez said, “There is always room for improvement and another year will provide the time to ensure that the NCC is operating as effectively and efficiently as possible.”
