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2011 Government Contact Center Satisfaction Index

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.

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2011 Government Contact Center Satisfaction Index

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  1. 2011 Government Contact Center Satisfaction Index Presented by: Roxanne Menzies, CFI Group

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

  3. 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

  4. 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

  5. Respondent Background: Reason for the CallCallers either have a specific policy question or seek general info Only 7% called to complain

  6. Respondent Background: Call LengthFewer than half of calls are 10 minutes or less Median call length is between 11 to 15 minutes

  7. Respondent Background: Calls to Resolve InquiryThree-fifths experience first call resolution At least 17% had to make multiple call backs

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

  9. Government Satisfaction IndicesE-Government continues to score highest

  10. Government Call Center Satisfaction IndexSatisfaction remains at 2010 levels

  11. Citizens most satisfied with VA On par with some private sector industries Little difference in Satisfaction amongst most agencies.

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

  13. Main components driving call center satisfaction Policies & Procedures Contact Process The “Rep”

  14. Rep performance is comprised of 3 areas Demeanor Knowledge Communication

  15. 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

  16. Reps understand situation, provide accurate info Timeliness in answering is the biggest issue Knowledge (78) trails private sector. Timeliness has a 6-point gap

  17. 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)

  18. Reps rate highest for communication skillsReps provide clear explanations without jargon Ease of Understanding nearly on par with private sector (82)

  19. 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)

  20. Agencies have rather effective contact processes Processes help find needed information and complete their interactions Contact Process only 3 points lower than private sector

  21. Length of call influences satisfactionAfter an initial drop, a plateau is hit between 16-30 minutes

  22. Satisfaction tumbles when additional calls neededOver 10 points of satisfaction lost with each call back

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

  24. Only 28% used other methods to contact agenciesWebsite and email are most common of other methods

  25. Other methods not as effective, easy or timelyScores significantly lower than for call center Other method scores Rep scores 78 77 75 71

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

  27. Half of the callers shared their experienceIt’s the less satisfied citizen that is sharing their experience Satisfaction 65 Satisfaction 73

  28. 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.

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

  30. 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.

  31. 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.

  32. 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.

  33. 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.

  34. Questions and Answers Thank You… Roxanne Menzies Program Director, Public Sector 734-930-9090 rmenzies@cfigroup.com

  35. 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

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