slide1 n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
2011 Government Contact Center Satisfaction Index PowerPoint Presentation
Download Presentation
2011 Government Contact Center Satisfaction Index

Loading in 2 Seconds...

play fullscreen
1 / 35

2011 Government Contact Center Satisfaction Index - PowerPoint PPT Presentation


  • 80 Views
  • Uploaded on

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.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about '2011 Government Contact Center Satisfaction Index' - kort


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide1
2011 Government Contact Center Satisfaction Index

Presented by:

Roxanne Menzies, CFI Group

agenda

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
2011 government call center satisfaction index gccsi study
2011 Government Call Center Satisfaction Index (GCCSI) Study
  • 4th year
  • Over 700 participants
  • Web-based survey
  • Respondents who called a contact center within the last 30 days
  • Expanded Rep questions to better understand impact of knowledge, demeanor and communication skills
agencies contacted
Agencies Contacted
  • Respondents contacted the following (100 per agency):
    • IRS
    • Social Security
    • Medicare or Medicaid
    • Veterans Affairs
    • Department of Education
    • Other Federal Government Agency
    • State or Local Government
slide5
Respondent Background: Reason for the CallCallers either have a specific policy question or seek general info

Only 7% called to complain

respondent background call length fewer than half of calls are 10 minutes or less
Respondent Background: Call LengthFewer than half of calls are 10 minutes or less

Median call length is between 11 to 15 minutes

respondent background calls to resolve inquiry three fifths experience first call resolution
Respondent Background: Calls to Resolve InquiryThree-fifths experience first call resolution

At least 17% had to make multiple call backs

agenda1

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
citizens most satisfied with va on par with some private sector industries
Citizens most satisfied with VA On par with some private sector industries

Little difference in Satisfaction amongst most agencies.

agenda2

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
main components driving call center satisfaction
Main components driving call center satisfaction

Policies & Procedures

Contact Process

The “Rep”

rep performance is comprised of 3 areas
Rep performance is comprised of 3 areas

Demeanor

Knowledge

Communication

slide15

Score

74

Likelihood to

Representative

Continue Business

Knowledge

Impact

1.0

93%

Willingness to

78

Representative

Recommend

Demeanor

74%

0.9

CSI

69

80

Transparency of

Ease

of Understanding

Agency

Representative

62

0.1

Transparency of

70

Government

Policies and Procedures

49

1.6

75

Contact Process

1.3

2011 GCCSI Model

The impact shows the increase in CSI resulting from a 5-point gain in the component

slide16

Reps understand situation, provide accurate info

Timeliness in answering is the biggest issue

Knowledge (78) trails private sector. Timeliness has a 6-point gap

slide17

Reps recognized for professionalism

General friendliness of reps may be an opportunity to improve

Rep Demeanor is area of biggest gap with private sector (84)

reps rate highest for communication skills reps provide clear explanations without jargon
Reps rate highest for communication skillsReps provide clear explanations without jargon

Ease of Understanding nearly on par with private sector (82)

slide19

Empowered reps and rational policies are needed

The high impact of Policies and Procedures deserves focus

Policies and Procedures an issue compared to private sector (75)

slide20

Agencies have rather effective contact processes

Processes help find needed information and complete their interactions

Contact Process only 3 points lower than private sector

slide22
Satisfaction tumbles when additional calls neededOver 10 points of satisfaction lost with each call back
agenda3

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
only 28 used other methods to contact agencies website and email are most common of other methods
Only 28% used other methods to contact agenciesWebsite and email are most common of other methods
other methods not as effective easy or timely scores significantly lower than for call center
Other methods not as effective, easy or timelyScores significantly lower than for call center

Other method scores

Rep scores

78

77

75

71

agenda4

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
slide27
Half of the callers shared their experienceIt’s the less satisfied citizen that is sharing their experience

Satisfaction

65

Satisfaction

73

slide28
Callers feel overall government is less transparentNo change in perception of transparency at the agency level

Interactions with agency positively impacts perception about that specific agency.

agenda5

Topic

  • 2011 GCCSI Background
  • GCCSI (Satisfaction Index)
  • Key Driver Analysis
  • Other Contact Channels
  • Outcomes
  • Summary
  • Questions and Answers
AGENDA
summary
Summary

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.

summary1
Summary
  • Reps rate highest for communication skills but it is Rep Knowledge and Demeanor that impact satisfaction the most. Private sector setting the bar high in these areas.
      • Reps are knowledgeable and professional. Timeliness of answering may be opportunity for improvement.
      • Biggest driver gap between private sector and government is in Rep Demeanor.
  • Empowered reps and policies that citizens find rational are critical to satisfaction.
  • Contact processes are effective in completing interactions and helping citizens find needed information.
summary2
Summary
  • About three-fifths of issues are resolved during the first call. Having to make multiple calls for issue resolution greatly diminishes satisfaction.
      • Satisfaction drops 10+ points each time an additional call is needed (up to 4 calls).
  • The median call length is between 11 and 15 minutes.
      • Satisfaction does drop with call length, but plateaus between 16 and 30 minutes.
  • Other channels are not widely used to contact agencies.
      • Those who do use them, typically visit website or send email.
      • However, other methods not as effective, more difficult to understand and not as timely as interacting with call center.
summary3
Summary

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.

slide34

Questions and Answers

Thank You…

Roxanne Menzies

Program Director, Public Sector

734-930-9090

rmenzies@cfigroup.com

american customer satisfaction index
American Customer Satisfaction Index
  • The only uniform measure of customer satisfaction in the U.S. economy, covering more than 200 companies and federal and local government agencies
  • First published in 1994
  • Tracks performance over time
  • Benchmarks against other organizations and industries