Outbound Call Center Featured Article

Federal Agencies to Improve Customer Services by October 24, 2011

By Anuradha Shukla
TMCnet Contributor

Federal agencies have been directed to improve customer service and productivity by October 24, 2011, according to a recent report by CFI Group.

The report "Government Contact Center Satisfaction Index 2010," indicates that these agencies are under Executive Order to deliver plans to use technology to improve customer service and productivity within the next two months.

Noting CFI’s report Virtual Hold Technology (VHT) says that reduction of hold time can yield significant increases in customer satisfaction.

VHT delivers contact center virtual queuing systems to the private sector. The company has experienced significant growth in its government market segment, and this growth is especially strong among state offices.

VHT president Mark Williams has a suggestion for federal agencies that want to improve contact center services but are challenged by budget constraints. These agencies, according to Williams, can leverage virtual queuing projects to address their strict standards for return-on-investment and effectiveness

"In the past two years, we've seen tremendous growth among state departments of labor in particular," said Williams. "Our government growth has been fueled by high demand for services. When callers to 1-800 numbers wait on hold, it costs the call center money. Often, Virtual Hold solutions pay for themselves within a year by reducing toll minutes."

“Government Contact Center Satisfaction Index 2010," indicates that out of 707 people who had recently contacted a government agency, 38 percent required service from a live agent in addition to an Interactive Voice Response system.

About 50 percent of the respondents said they shared their recent experience with the contact center in conversation with others.

Read a related article at TMCnet “Federal Contracts Awarded by Federal Agencies in Virginia (Aug. 12).”

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