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Does anyone have an experience with Uscis’s Call center?
DHS
The Department of Homeland Security has a vital mission: to secure the nation from the many threats we face. This requires the dedication of more than 230,000 employees in jobs that range from aviation and border security to emergency response, from cybersecurity analyst to chemical facility inspector. [Their] duties are wide-ranging, but [their] goal is clear: keeping America safe. (source: www.dhs.gov)
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Rank: Newbie
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Joined: 5/10/2016(UTC) Posts: 5  Location: Texas Thanks: 3 times
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Does anyone have an experience working at Uscis’s Contact Call center? What is the atmosphere like, are you remote and how many calls must you take per hour? How quickly can you be promoted?
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Rank: Newbie
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Joined: 10/10/2015(UTC)
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Thanks: 5 times
Was thanked: 2 time(s) in 1 post(s)
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I worked at the call center. Expect to take 8-10 phone calls per hour, with no more than 2-3 min delay between each call. All calls are monitored and recorded. You will get to work from home after 3 or 6 months but maybe that’s changed now due to pandemic…you in the service already? Any federal background? Promotion from gs-7 to 9 is quick( within a year). Is this for ISO 1 position?
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Rank: Newbie
Groups: Registered
Joined: 5/10/2016(UTC) Posts: 5 Location: Texas Thanks: 3 times
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Thanks for replying. I’m an ISO 1 at a field office. I recently applied to an announcement looking for an ISO 1 at the contact center. I was curious about what to expect as far as the call volume and whether you needed to go into the office. How soon can you go from ISO 1 to ISO 2? If you don’t mind me asking you said you worked at the call center, was it something you didn’t like about the job itself?
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Rank: Newbie
Groups: Registered
Joined: 10/10/2015(UTC)
Posts: 6
Thanks: 5 times
Was thanked: 2 time(s) in 1 post(s)
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Imo I would make more sense if you go for the ISO2 position at the call center.
Your freedom at the contact center is somewhat limited as an ISO1 compared to the field office . Who you think call the customer service phone line? Frustrated customers and lawyers. And on top of that you gotta deal with micromanaging. But there are good things about it too. You telework. You’ll gain more knowledge about the immigration system as a whole, and different application petition types etc.
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 2 users thanked humanoid for this useful post.
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Rank: Member
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Joined: 2/17/2017(UTC)
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The "call center" is really more of an email/call back center. Positions are going fully remote so will be able to work anywhere in the country (guidance is coming). You have more freedom than in a Field Office but less than in a Service Center.
Productivity is 5 inquiries per hour (emails or calls). Nobody does calls all day. It is usually 3 hours of call backs. It is a great learning opportunity because you learn about and deal with all forms and benefits and get familiarized with the whole process from the Lockbox to the card production.
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Federal Soup
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Does anyone have an experience with Uscis’s Call center?
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