2011 Government Contact Center Satisfaction Index. Presented by: Roxanne Menzies, CFI Group. Topic 2011 GCCSI Background GCCSI (Satisfaction Index) Key Driver Analysis Other Contact Channels Outcomes Summary Questions and Answers. AGENDA.
Roxanne Menzies, CFI Group
Only 7% called to complain
Median call length is between 11 to 15 minutes
At least 17% had to make multiple call backs
Little difference in Satisfaction amongst most agencies.
Policies & Procedures
Policies and Procedures
2011 GCCSI Model
The impact shows the increase in CSI resulting from a 5-point gain in the component
Timeliness in answering is the biggest issue
Knowledge (78) trails private sector. Timeliness has a 6-point gap
General friendliness of reps may be an opportunity to improve
Rep Demeanor is area of biggest gap with private sector (84)
Ease of Understanding nearly on par with private sector (82)
The high impact of Policies and Procedures deserves focus
Policies and Procedures an issue compared to private sector (75)
Processes help find needed information and complete their interactions
Contact Process only 3 points lower than private sector
Other method scores
Interactions with agency positively impacts perception about that specific agency.
Most callers seek policy or general information; only 7% complained.
Citizen satisfaction with government call centers remains at 2010 levels. While satisfaction still lags behind the private sector, the gap between higher performing agencies (VA) and some private sector industries is closing.
Customer Service Reps have the most impact on satisfaction. However, policies and processes both greatly impact satisfaction as well.
While about half of callers share their experience, those who do tend to be the less satisfied ones.
Overall sentiment about transparency in government is down, but having direct contact with agency call center increases perception of transparency.
Program Director, Public Sector