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2010 Government Contact Center Satisfaction Results

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October 18, 2010

2010 Government Contact Center Satisfaction Results

By Stefania Viscusi, Assignment Desk Editor

Increased customer service levels are a main focus for call centers in any industry looking to succeed in today’s competitive business environment.

For government contact centers the need to provide exceptional service is especially critical today.

To uncover the results of the 3rd Annual Government Contact Center Satisfaction Index, CFI Group recently sponsored a Webinar, “Government Contact Center Customer Satisfaction Results for 2010.”

This Webinar also included discussion around the immediate challenges facing government contact centers, how they resolve these challenges and how government contact centers are measuring up today.

The Government Contact Center Satisfaction Index uses the methodology of the American Customer Satisfaction Index – which was developed by the University of Michigan and is the only nationally-recognized measure of satisfaction proven to predict financial performance in the private sector and to predict trust in government agencies in the public sector.

David Ham, Public Sector Program Director at CFI Group and Ron Oberbillig, Chief Operating Office at Federal Consulting Group presented during the event.

The results indicated satisfaction with call centers run by government agencies increased 8 percent over the past year while satisfaction levels for call centers run by private companies increased by only 3 percent. 

Another interesting outcome of the study were improvements found in areas of the call center that have historically proven to be most frustrating. For example, overall ratings of automated IVR systems and the score of time it takes to reach a live agent have improved 16 percent and 17 percent, respectively.

“Satisfaction improvements of this magnitude in a single year are actually quite rare,” Ham said.

“This type of short-term rise only happens when an organization, in this case our government, not only makes the effort to listen, but takes action on what it hears to actually improve the way it does business.”

For more, check out the archived version of the Webinar HERE.

Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.

Edited by Stefania Viscusi

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