Public sector contact center training & QA
Get eligibility answers right the first time.
From eligibility questions to benefits and transfers, state, local, and federal agency contact centers face high-volume, high-stakes calls. Reddy creates a realistic sandbox where agents master your complex processes before they ever take a live call.
Built for benefits calls where a wrong answer costs someone.
Public-sector support carries unique weight: eligibility questions, benefits enrollment, and sensitive citizen data. Reddy helps your team navigate complex policies and deliver accurate, compliant answers.
High Stakes Scenarios
New hires rehearse the hard ones, from complex eligibility workflows to sensitive citizen interactions, in simulation until they feel routine.
Ready for the First Call
Reddy replicates your systems, so new hires learn policy lookups, case management, and how to explain decisions to citizens before their first live call.
Policy Compliance
Government interactions demand strict adherence to policy. Reddy reviews every interaction and coaches agents on required protocols, disclosures, and procedural accuracy.
Live Call Assistance
A citizen asks about eligibility, benefits, or case status. Reddy pulls the answer from your knowledge base in real time, while they're still on the line.
The results so far.
Reddy scores every call, so your public-sector team’s coaching goes where it’s needed instead of to a small sample.
- 135%
- Call quality lift
- 6 weeks
- Faster ramp time
- 8%
- Lower handle time
See it run on your own call types.
Watch a demoCoaching before, during, and after every benefits call.
Practice eligibility and case work on your systems, get policy guidance live on the call, and get every conversation reviewed afterward.
Before the call
New hires practice eligibility determinations, benefits inquiries, and case management workflows in a risk-free simulation of your actual systems.
On the call
During active calls, Reddy surfaces the right policy guidance, procedural steps, and citizen-facing language so agents respond with accuracy and empathy.
After the call
Reddy reviews 100% of conversations, finds what each agent needs to work on, and gives them feedback that keeps compliance and service improving.
Training, QA and live assist on one platform.
Training
- SimulationsPractice in your systems
- LMSCourses and compliance
- AssessmentsReady before the floor
Coaching
- Auto QAEvery call scored
- AnalyticsWhy metrics moved, from every call
- CoachingAssigned from QA scores
Live calls
- Live AssistAnswers on screen, mid-call
- KnowledgeOne place to update policy
- Voice AgentsRoutine calls, handled