A new CFI Group report shows government contact center satisfaction rose slightly to 64, as measured on a 0-100 scale, up 1% from 2019. According to the new report, understanding the interplay between an agency’s website, contact center, and social media presence may provide valuable insight.
Government contact centers play a central role in delivering support to citizens across the country seeking assistance with federal, state, and local government services. With the significant stressplaced on government services by COVID-19 lockdowns, the critical role played by contact centers is even more evident.
Government agencies can boost satisfaction among citizens by effectively managing the entire customer experience, from pre-contact visits to the agency website, to direct contact with a contact center agent, to post-contact engagement through social media channels. Effectively managing across the entire experience requires integrated thinking from contact center managers that stretches beyond the specific customer service interaction with a customer.
The CFI Group Government Contact Center Satisfaction Index study measures contact center performance regarding their experience interacting with government customer service. This year’s report provides the latest information on customer experience, key drivers of customer satisfaction, trends in pre-contact website self-service, how interaction with the agent impacts the experience, and how post-contact interaction on social media should be considered part of entire customer service journey.
For more insight into the customer experience with government contact centers, download the full report.