The National Customer Service Center at USCIS
Many of you may wonder about the system USCIS uses to answer customer service phone calls. The National Customer Service Center (NCSC) is the operation that provides telephone customer support for USCIS.
The NCSC provides most callers with answers to frequently asked questions through an Interactive Voice Response (IVR) System. Callers can select messages that provide information about eligibility requirements, instructions for filing applications, and even some case-status information. USCIS also offers callers the option to speak to a customer service representative and Immigration Services Officers from 8 a.m. to 8 p.m., Monday through Friday in each of the four time zones in the United States, excluding Federal holidays. Service for calls from Puerto Rico, the American Virgin Islands, Alaska, Hawaii and Guam is slightly reduced due to the time zone differences. Those located outside the United States should check with the U.S. Department of State for contact information in their country of residence.
Over 1 Million Calls a Month
Currently, the NCSC receives an average of 1 million calls per month. Information provided on the toll-free line is consistent with information found on the USCIS website. To ensure the accuracy of information provided through USCIS call centers, USCIS uses various quality assurance tools and measurements such as call monitoring, call recording, and "mystery shopper" calls. We also engage our customers who use the telephone center service to determine their level of satisfaction with the services provided. Customer satisfaction ratings have consistently exceeded 82% in four of the past five fiscal years.
We welcome any comments from readers on your experience with the National Customer Service Center - what has worked well and what, if anything, you would like to see improved.
Labels: customer service