When one of the largest federal benefits programs in the world faced a crisis — overwhelming call volumes, declining customer satisfaction scores, and significant financial penalty risk — it needed more than a vendor. It needed a transformation partner.
TLCx (www.tlcx.com), a Human-First, Tech-Powered CX management firm specializing in government contact center outsourcing and enterprise customer experience solutions, was brought in during the 2022 Public Sector Benefits Program modernization to do exactly that.
What followed was one of the most compelling rapid-mobilization stories in federal CX services: a full operational proposal delivered in 72 hours, 370 customer service representatives onboarded across three locations in four weeks, and — within months — the #1 vendor ranking across all program performance categories.
This case study details how TLCx achieved a 95.17% CSAT score (the highest across all program vendors), generated $3M in operational savings, avoided $1.5M+ in contractual penalties, and transformed a fragmented seven-vendor ecosystem into a two-vendor program it now leads — all while serving millions of U.S. federal employees and military personnel navigating a critical benefits transition. It is a blueprint for what world-class public sector contact center management looks like when urgency, people-first leadership, and data-driven performance combine.
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