By 2000, the Call Center of San Mateo County’s Department of Child Support Services had hit dramatic lows with 10 minute wait times and over 50% call abandonment rates. Caseworkers were rotated in to serve half of their shift in the Call Center in an improvement effort to no avail. After researching nationwide call center best practices, San Mateo County decided to switch to a county operated call center with varied vendor support. The Department finalized two contracts with Policy Studies Inc., and InTelegy for various call center services and the results were nothing short of dramatic. After more than a decade, the Call Center continues to be recognized for demonstrating outstanding customer service and providing a mechanism for elevating and communicating successful customer service strategies county and state wide.