Rising Government Call Center Satisfaction

In 2022, the government’s global contact center satisfaction index reached its peak since 2013, while in contrast, the private sector witnessed a decline to its lowest rating since 2019.  

Working with government contact center BPO partners and specializing in contact center technology, I’ve had the opportunity to observe this trend first-hand. Several key factors have contributed to the rise, including the shift to the cloud catapulted forward by the pandemic, the Administration’s focus on citizen experience, and agile cloud technology adoption. We’ve seen our Federal, Government, and BPO customers focused on these key initiatives:  

By incorporating AI-powered chatbots and virtual assistants, government contact centers have been able to address a wide range of common inquiries quickly and efficiently. Not only does this reduce the workload for human agents, but this automation also decreases wait times, contributing to an overall improvement in the customer experience. Taking technology deployments to the next level with advanced analytics exponentially increases the outcomes.  

While AI improves the efficiency of government contact centers, human expertise still remains a top focus. As AI makes simple things easy, it’s important to empower human agents to handle inquiries with more complexity. Government agencies have recognized the importance of investing in comprehensive training and skills development programs for their staff. These programs ensure that human agents are well-equipped to handle more complex inquiries and provide personalized support, resulting in higher satisfaction levels.

Collaborating with BPO (Business Process Outsourcing) partners has been another critical factor in the success of government contact centers. By partnering with the right BPOs, government agencies can tap into the partner’s experience and expertise in process optimization and resource management. This collaboration results in a more agile, streamlined operation that ultimately improves the citizen experience, as end-users reap the benefits of improved service quality and faster response times. 

Government contact centers have also made concerted efforts to prioritize accessibility and inclusivity. By providing support in multiple languages, offering services for individuals with disabilities, and ensuring equitable access to resources, government agencies are better positioned to serve diverse populations. This commitment to inclusivity has led to increased satisfaction among a broader range of customers.

Government agencies are driving results by adopting agile technologies to achieve its mission while focusing on empowering their workforce with the right tools and trainings. And for government agencies that partner with BPOs with years of experience in driving results, they can more easily tap into the toolsets that edge out their competition. Most of all, human-centered AI deployments remain the key to success. 

In 2022, the government’s global contact center satisfaction index reached its peak since 2013, while in contrast, the private sector witnessed a decline to its lowest rating since 2019.  

Working with government contact center BPO partners and specializing in contact center technology, I’ve had the opportunity to observe this trend first-hand. Several key factors have contributed to the rise, including the shift to the cloud catapulted forward by the pandemic, the Administration’s focus on citizen experience, and agile cloud technology adoption. We’ve seen our Federal, Government, and BPO customers focused on these key initiatives:  

By incorporating AI-powered chatbots and virtual assistants, government contact centers have been able to address a wide range of common inquiries quickly and efficiently. Not only does this reduce the workload for human agents, but this automation also decreases wait times, contributing to an overall improvement in the customer experience. Taking technology deployments to the next level with advanced analytics exponentially increases the outcomes.  

While AI improves the efficiency of government contact centers, human expertise still remains a top focus. As AI makes simple things easy, it’s important to empower human agents to handle inquiries with more complexity. Government agencies have recognized the importance of investing in comprehensive training and skills development programs for their staff. These programs ensure that human agents are well-equipped to handle more complex inquiries and provide personalized support, resulting in higher satisfaction levels.

Collaborating with BPO (Business Process Outsourcing) partners has been another critical factor in the success of government contact centers. By partnering with the right BPOs, government agencies can tap into the partner’s experience and expertise in process optimization and resource management. This collaboration results in a more agile, streamlined operation that ultimately improves the citizen experience, as end-users reap the benefits of improved service quality and faster response times. 

Government contact centers have also made concerted efforts to prioritize accessibility and inclusivity. By providing support in multiple languages, offering services for individuals with disabilities, and ensuring equitable access to resources, government agencies are better positioned to serve diverse populations. This commitment to inclusivity has led to increased satisfaction among a broader range of customers.

Government agencies are driving results by adopting agile technologies to achieve its mission while focusing on empowering their workforce with the right tools and trainings. And for government agencies that partner with BPOs with years of experience in driving results, they can more easily tap into the toolsets that edge out their competition. Most of all, human-centered AI deployments remain the key to success.