Our client, Williamson Central Appraisal District (WCAD), is a political subdivision responsible for appraising all property within Williamson County in Texas, the United States, for the purpose of assessing property taxes. In addition to valuing properties, WCAD is tasked with maintaining accurate property ownership records, property tax exemptions and other appraisal-related property attributes, including a mapping system for identifying land parcels and taxing unit/political subdivision boundaries.
WCAD were looking for creative ways of dealing with their seasonal influx of customer traffic and the labour shortages experienced with temporary staffing agencies post COVID pandemic. Having realised early in 2021 that labour shortages were going to be a problem, WCAD began sourcing an expert contact centre provider for help, with further requirements to add value to their operations including extra information being added to the IVRs (interactive voice responses) of their phone system, implementation of chatbots on their website, and automation of helpdesk ticket responses.
Following a Google Search and positive early conversations, WCADʼs partnership with Quantanite began in March 2021, and operations went live in April 2021.