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2008 Government Call Center Satisfaction Index

2008 Government Call Center Satisfaction Index. Presented to 2008 Customer Satisfaction Forum Annual Results for the Federal Government December 16, 2008. Background. What is the CCSI and the GCCSI?. GCCSI – Government Call Center Satisfaction Index

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2008 Government Call Center Satisfaction Index

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  1. 2008 Government Call Center Satisfaction Index Presented to2008 Customer Satisfaction ForumAnnual Results for the Federal GovernmentDecember 16, 2008

  2. Background What is the CCSI and the GCCSI? • GCCSI – Government Call Center Satisfaction Index • Provides the same benefits as the ACSI, is focused on Call Centers, but is more granular in that it includes citizen/customer perspectives of their satisfaction with their Government Call Center experiences. • Scores • Impacts • Predicts effect of future managerial decisions on customer • satisfaction • Enables benchmarking among participants and across Government • contact centers as well as among private sector Call Centers • CFI Group and FCG co-sponsored the data collection to create the GCCSI to support the information needs of government leaders and managers.

  3. The Call Center Satisfaction IndexApplies ACSI Methodology to Call Centers • Government agencies measured include, but are not limited to: • Internal Revenue Service • Social Security Administration • State Department • Medicare and Medicaid • Department of Veterans Affairs • National Park Service • State and Local Agencies • 2,200 participants; 500 government • Over 100 companies; ~20 agencies • Web-based survey • Data collected March 2008 • Respondents had contact with a call center in the last 30 days and had spoken with a representative • Commercial industries measured: • Banking • Retail • Insurance • Cell phone • Cable and Satellite • PCs

  4. Topics for Today • Which organizations excel? • The impact of Customer Service Representatives on satisfaction • Issue resolution – as important as we think? • Multi-channel service

  5. Government vs. Commercial Industries Government Aggregate 70 72 Commercial Aggregate 78 Hotel 76 Retail Insurance 75 Cell Phone Service 72 Bank 71 Personal Computer 69 Note: Scores can range between 0 and 100. Cable or Satellite TV 66

  6. Call Center Satisfaction (CCSI) Overall Satisfaction (ACSI) Call Center Vs. Overall Agency Scores 72 Federal Government 69 73 IRS 63 71 Social Security 73 64 Medicare/Medicaid 72

  7. Customer Service RepresentativesGovernment Aggregate Customer Service (Overall Score) 74 Representatives Speaking in an 77 understandable manner 76 Courteousness Attributes 75 Knowledge Effectiveness in 73 handling your issue 72 Interest in helping you

  8. Government Aggregate Commercial Aggregate Customer Service RepresentativesGovernment Vs. Commercial Aggregate Customer Service 74 (Overall Score) 77 Representatives Speaking in an 77 understandable 78 manner 76 Courteousness 81 75 Knowledge Attributes 76 73 Effectiveness in 73 handling your issue 72 Interest in helping you 77

  9. Issue Resolution % Unresolved Issues Government 21% Aggregate Commercial 18% Aggregate Federal 21% Government 20% State and Local

  10. Impact of Issue Resolution CCSI Score 70 Overall Score Issue 79 Resolved Issues Not 42 Resolved

  11. Issue Resolution - Government % Unresolved Issues IRS 13% Medicare & 31% Medicaid Social Security 32% Administration State and Local 20% Federal 21% Government

  12. CCSI by Total Times Called 86 75 73 42 1st Call 2nd Call 3rd Call Still Unresolved Resolution Resolution Resolution First Call Resolution

  13. Internet or website 79% Visiting in-person 19% U.S. mail 19% Other 5% Multi-Channel AttemptsGovernment Aggregate Before calling, 42% of customers tried to resolve their issues via other channels: Only 27% of private sector customers tried another contact method first .

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