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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..."
Further information on Government Call Centers Improve Customer Satisfaction, Study Finds
Last updated: 14 October 2010Related Links
- 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..."
- 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]
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