News : Customer Satisfaction with Government Contact Centers Unchanged
Ann Arbor, MI, USA, July 12, 2016 -- Citizen satisfaction with government contact centers was a modest 67 on a 0-100 scale in CFI Group’s latest Government Contact Center Satisfaction Index (GCCSI) measurement, with poor IVR performance and a low rate of first contact resolution to blame for the lackluster results.
In a report, the overall satisfaction rating of government contact centers was unchanged versus last year. Using the Methodology of the ACSI to identify opportunities for improvement, the study uncovered a widespread ineffectiveness of IVR systems in assisting citizens.
More than half of the respondents who reached an agency’s IVR system immediately tried to exit the automated system and speak with a live agent. Only 4% of respondents who dealt with an IVR said the automated system provided them with the information they needed without having to speak with a representative. "These statistics highlight the ineffectiveness of the automated systems many agencies have in place," said CFI Group CEO Sheri Petras, "they are seen by many citizens as a barrier to information rather than a helpful resource."
While a complete phase out of automated answering systems is impractical, there are several ways to enhance the efficiency of the process and reduce the burden for the citizen. Improving the clarity of the menu options, providing a clear path to a live agent, or offering a "call back" feature to avoid excessive hold times are all options many private sector companies have adopted to eliminate frustration for callers.
The CFI Group report also found that the rate of first contact resolution in the government continues to lag behind that of the private sector. Specifically, the government FCR rate of 47% lags behind the most recent private sector rating by 11%. Illustrating the importance of FCR, the satisfaction score among those who resolve their issues with just a single call is at a very healthy 79, but falls off quickly into the 60s when multiple contacts are required and plummets to 29 for the those who never attain resolution.
Posted by Veronica Silva Cusi, news correspondent
Source: CFI Group
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About CFI Group:
CFI Group is a customer satisfaction measurement technology and analytics firm. CFI Group provides a Customer Feedback Management (CFM) technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide.
Published: Thursday, July 14, 2016