Call Center Success Stories

Working with IFB Solutions

We understand that in today’s world, customer service is mission-critical. Whether you’re navigating growth, change, or crisis, our team ensures stability, performance, and quality. In the success stories below, we share examples of how our call center agents can help organizations like yours.

NC Department of Public Health, Vital Records Division

The Challenge

In late 2022, North Carolina Vital Records faced a severe staffing shortage, with a two-year backlog in processing critical documents such as birth and death certificates. Amid a statewide vacancy rate of 20+% and turnover rate of 31% within the first year of employment, the need for a reliable staffing partner was urgent.

Our Solution

IFB Solutions Workforce Services responded with a tailored staffing solution designed around the client’s immediate and long-term needs. Rather than offering a one-size-fits-all approach, we listened first—focusing on understanding Vital Records’ operational gaps, workflow bottlenecks, and desired outcomes.

Deployed a Dedicated Team

Provided eight trained customer service representatives and one supervisor with the required security clearances.

Streamlined Candidate Selection

Recruited and vetted candidates, presenting only qualified individuals to Vital Records for final interviews.

Reduced Operational Burden

Managed onboarding and backfilling of positions, removing administrative strain from the client.

Accelerated Backlog Reduction

Helped clear the backlog through consistent and responsive service delivery.

The Impact

Our partnership enabled Vital Records to regain momentum and stability in processing vital events across the state. By integrating seamlessly into their operations, IFB Solutions helped mitigate the effects of a critical staffing shortage ensuring continued service to North Carolinians who rely on timely, accurate documentation.

Maximus

The Challenge

In 2023 we partnered with Maximus, a national contact center and government service provider, developing a program to expand their call center capacity and integrate employees who are blind or visually impaired. Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges and needed a call center staff that could thrive in this environment.

Our Solution

IFB Solutions created a robust training process including up to two weeks of on-the-job training, integrating assistive technology within the Maximus platform, ensuring our agents excel from day one. Our call center employees now work with Maximus supporting public services such as state funded benefits; helping callers with questions regarding filing claims, accessing account information and more.

The Impact

Our partnership with Maximus has continued to provide excellent candidates since 2023, with several of our program graduates joining the Maximus team as full time employees. Our agents maintain our standard of excellence, with a turnover rate consistently below the national average and high performance metrics.

Want to
Learn More?

We’d love the chance to discuss your staffing needs. Reach out today to set up a call!

Katie Hall Nicolas

khall@ifbsolutlons.org

336-749-0720

Shannon Satterfield

ssatterfleld@ifbsolutlons.org

336-618-0115