Call Center

Midtown’s Call Center Capabilities

Midtown’s services include full coverage across: Site Management, Program Management, Technology Management, Information Systems Security, Content and Knowledge Management, Contact/Case Management, Relationship Management, and Customer Satisfaction.

We understand that finding the right contact center employee for means providing people who are professional, responsive, and empathetic. Our remote agents can provide coverage 24×7. In addition, our bilingual representatives can communicate with callers and record information in both Spanish and English. Midtown can fill +500 seats for full-time call center services.

Midtown’s Approach to Staffing and Management

Midtown’s engagement governance model is built to ensure a high level of service, proactively mitigate the risk of attrition, and provides end-to-end coverage from Midtown’s senior management to the onsite contact center employees. Governance activities that Midtown will follow includes:

  • Consistent reporting between Midtown and CSRA. We can comply with all reporting demands.
  • Development of communications plan for contact center employees that sets a high bar for interactions with the public and encourages internal collaboration.
  • Monitoring of contact center employees by Midtown to provide coaching and mitigate the risk of attrition. Midtown focuses on creating personal relationships so that employees respond to positive reinforcement—not punitive measures.
How Midtown answered FEMA’s call

Midtown’s engagement governance model is built to ensure a high level of service, proactively mitigate the risk of attrition, and provides end-to-end coverage from Midtown’s senior management to the onsite contact center employees. Governance activities that Midtown will follow includes:

  • Consistent reporting between Midtown and CSRA. We can comply with all reporting demands.
  • Development of communications plan for contact center employees that sets a high bar for interactions with the public and encourages internal collaboration.
  • Monitoring of contact center employees by Midtown to provide coaching and mitigate the risk of attrition. Midtown focuses on creating personal relationships so that employees respond to positive reinforcement—not punitive measures.
In 2017

We provided two call centers in Waco, Texas and Santa Ana, California to field calls related to Hurricanes Maria, Irma, and Harvey. This deadly cluster of storms affected people across the U.S. Virgin Islands, Puerto Rico, Texas, Louisiana, Florida and Georgia. After successfully recruiting candidates that were 100 percent bilingual in Spanish and English, we completed fingerprinting in less than a week. We fingerprinted 400 people in Santa Ana in 4 days. In Waco, we fingerprinted 250 people in just 3 days. With 145 resources answering calls in our Waco location and 138 resources serving Santa Ana, Midtown’s ramp-up, from recruitment to fingerprinting, took just 2 weeks. The entire project management office, including two program managers scheduling daily coverage, was stood up in under a month. From September to April, both locations ran from 6:30 am to11:30 pm EST, 7 days a week. During this 8-month project, we answered more than 200,000 calls.

In 2018

We provided a set of call centers in Atlanta, Georgia and Waco, Texas, to field calls related to hurricanes Florence and Michael affecting Virginia, Alabama, Georgia, and Florida, as well as the Carolinas. Recruiting a second team of call center resources, we identified nearly 1,000 candidates and had over 900 fingerprinted in just a few days. We fingerprinted 423 resources in Atlanta and 533 in Waco. Midtown completed FEMA’s 4-day security training and began answering calls just 2 weeks after the project kick-off. Using our past FEMA call center experience, we were able to set up our project management office in half the time. With 186 resources in Waco and 132 in Atlanta, Midtown successfully provided another team of skilled customer service professionals that were 50 percent bilingual in Spanish and English, and prepared to offer hope to those feeling hopeless. This 3-month project ran 7 days a week, from 6:30 am to 11:30 pm EST, and we answered over 118,000 calls.

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