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Call Centres - Topics A-Z
Topics A-Z listing of articles and resources about the use of call centres by government.
1
Site Articles
- Call Centres - United Kingdom - Archive
- Articles and resources about government call centres in the United Kingdom.
Added: 23 November 2005
Page views: 3,357
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- Awards rung up for call centres
- PS News, Edition Number 284F. Updated to Friday, 30 September 2011. "Government-based call centres have been recognised for their service standards in the 2011 Government Contact Centre Excellence Awards. Agencies to be honoured included Centrelink which took out the award for the best Government Contact Centre with over 30 FTEs and received an honourable mention in the Most Innovative Project award, and AusIndustry in the Department of Innovation, Industry, Science and Research which also received an honourable mention in the Best Outsourced Contact Centre category..."
Added: 29 September 2011;
Page views: 212
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- 911 Will Soon Accept Texts, Videos, Photos
- by Erica Swallow. Mashable, 11 August 2011. "FCC Chairman Julius Genachowski announced a five-step plan on Wednesday to update the technology that powers the 911 emergency response system. The plan will enable the transmission of text messages, voice calls, videos and photos, as well as automatic location information..."
Added: 15 August 2011;
Page views: 315
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- Fact Sheet: Five Step Action Plan to Improve the Deployment of Next Generation 9-1-1 (NG911)
- Federal Communications Commission, August 10, 2011. "FCC Chairman Genachowski Announces Five Step Action Plan to Improve the Deployment of Next Generation 9-1-1 (NG911). At the 2011 APCO Conference in Philadelphia August 10 , FCC Chairman Julius Genachowski announced his five step action plan to chart the transition to Next Generation 9-1-1 services. Workingwith the public safety community, carriers, manufacturers, and other service providers, the goal is to ensure that effective emergency response is a critical element of the broadband environment..."
Added: 15 August 2011;
Page views: 203
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- Final call for NHS Direct's national service
- The government will replace NHS Direct's national 0845 service with locally commissioned 111 services in two years' time. How does the organisation plan to evolve? by SA Mathieson. Guardian Professional, Wednesday 6 April 2011. "... NHS Direct's main number, 0845 4647, is taking fewer calls than in the past: from 5.1m in 2009-10 – the year of pandemic flu – to 4.7m in 2010-11, with 200,000 fewer expected this financial year. It exceeded 6m a few years ago. "People think of NHS Direct as the 0845 service," says Nick Chapman, its chief executive, and it still provides 80% of the organisation's income. But 0845 4647 is part of patchwork of non-emergency NHS telephone services, which the government plans to replace across England with one number - 111 - by April 2013. NHS Direct's 0845 number will disappear, along with complaints about its cost to the caller, which are higher than 01, 02 or 03 numbers..."
Added: 13 April 2011;
Page views: 981
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- Single public number '115' among the winners of the '365 Landmarks in the Land of Ideas'
- ePractice.eu, 11 March 2011. Country Germany; Domain eGovernment; Topic Efficiency & Effectiveness, Benchmarking, Services for Citizens, Infrastructure, Multi-channel Delivery, Policy, Regional and Local, User-centric Services. "The single phone number for contacting government authorities in Germany, 115, is among the winners of the '365 Landmarks in the Land of Ideas' competition... As from 1 June 2001, 115 will be launched in new regions..."
Added: 17 March 2011;
Page views: 644
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- FCC Looks To Modernize 911 With Text Messaging
- By Audrey Watters. Read Write Web, December 22, 2010. "The Federal Communications Commission has opened a Notice of Inquiry, seeking public comment on how best to update the nation's 911 services. The FCC wants to expand 911 beyond the phone call for help, bringing advanced communication technologies to the decades old emergency program..."
Added: 23 December 2010;
Page views: 709
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- 311 Call Centers for Large and Small Cities Help Solve Neighborhood Problems Collectively
- by Susan Kirk. Governing People, November 19, 2010. "Calling 311 gives citizens an easy way to call in to report broken streetlights or graffiti or after-hours construction. It is used by many municipal governments in both the U.S. and Canada (see list below). With 311 New Yorkers are helping to solve problems they see in neighborhoods..."
Added: 22 November 2010;
Page views: 468
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- Why You Need To Track On-The-Phone Conversions
- by John Busby. Search Engine Land, October 25, 2010. "If you're in a service-based business, chances are that your SEM campaign generates phone calls. Hopefully, you're taking advantage of call tracking to tell you how many phone calls your campaigns generate, and using that data to help you evaluate the success of your campaigns. That's a great start, but you're still missing a key metric. To get a complete and accurate picture of return on ad spend, you need to know how many of those calls resulted in a conversion..."
Added: 26 October 2010;
Page views: 811
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- Toowoomba City gets virtual contact centre
- By Lilia Guan. Government News, 14 October 2010. "Toowoomba Regional Council (TRC) in Queensland has chosen to deploy Interactive Intelligence' IP communications software suite, Customer Interaction Centre (CIC), at its customer service call centre due to open in early 2011..."
Added: 15 October 2010;
Page views: 818
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- Government Contact Center Satisfaction Index 2010
- Measuring Government Agency Contact Center Performance, By David Ham, Program Director, CFI Group, 2010. "Government contact centers play an important role during these difficult economic times. U.S. GDP in 2009 decreased 2.4%, U.S. unemployment has remained above 9% since May 2009, and 12-month average hourly earnings have increased just 1.7% since August 2009. With increased economic pressures for most U.S. citizens, people rely all the more on government contact centers to provide the service and support citizens need. Fortunately, government contact centers have risen to the occasion to deliver higher satisfaction scores among citizens who contact a government contact center. CFI's Government Contact Center Satisfaction Index (GCCSI) rose a significant 5 points from 2009..." [Requires Registration]
Added: 14 October 2010;
Page views: 357
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- Government Call Center Satisfaction Narrows Gap with Private Sector - in pdf format (89kb)
- (This document requires the use of Adobe Acrobat Reader). Ann Arbor, Michigan, CFI Group, October 13, 2010. "Satisfaction with call centers run by government agencies increased 8% over the past year compared to only a 3% increase for call centers operated by private companies, according to the latest Government Contact Centers satisfaction Index (GCCSI) report prepared jointly by CFI Group and the Federal Consulting Group using the methodology of the American Customer Satisfaction Index (ACSI). The improvement in GCCSI is welcome news for every citizen because call volume for most agencies rises during difficult economic times..."
Added: 14 October 2010;
Page views: 332
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- Government Call Centers Improve Customer Satisfaction, Study Finds
- Government Technology, October 13, 2010. "Despite the fact that call volume to agencies tends to spike in tough economic times, satisfaction with government call centers has gone up five points this year, according to the latest Government Contact Center Satisfaction Index report. The study, prepared jointly by CFI Group and the Federal Consulting Group, found that the biggest increases in caller satisfaction resulted from the shorter amount of time it takes on average to reach a live agent and improved interactive voice response systems. Both of these issues historically have been the bane of the call center experience for callers..."
Added: 14 October 2010;
Page views: 876
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- 911 Technology Problems Plague First Line of Response
- By Elaine Pittman. Government Technology, June 7, 2010. "Recordings of 911 calls gone awry have been played repeatedly by broadcast media and published verbatim by print media. Sometimes blamed on outdated technology, other times on the call-taker, these phone calls highlight two of the common problems associated with 911..."
Added: 8 June 2010;
Page views: 512
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- New York City 311 System Takes 100 Million Calls
- Government Technology, May 12, 2010. "New York City's customer service system took its 100 millionth call this week, with Mayor Michael Bloomberg answering the call live from the city's 311 facility..."
Added: 13 May 2010;
Page views: 454
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- Open311 - open communication with public services and local government
- "Open311 provides open communication with public services and local government... Open311 refers to a standardized technology for location-based collaborative issue-tracking. By offering free web API access to an existing 311 service, Open311 is an evolution of the phone-based 311 systems that many cities in North America offer... This website is being facilitated by OpenPlans, a New York City based non-profit focusing on community driven initiatives and open technology for a more participatory civic sphere and more livable cities."
Added: 30 April 2010;
Page views: 668
Rating: 0
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This category last updated: 30 September 2011
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