# Presentation: 190075

## Presented to2008 Customer Satisfaction ForumAnnual Results for the Federal GovernmentDecember 16, 2008

**2008 Government Call ****Center Satisfaction Index**

## Background

**Background**

**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.**

***What is the CCSI and the GCCSI?***

## 
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

- 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

- 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

**The  Call Center Satisfaction Index***Applies ACSI Methodology to Call Centers*

## Which organizations excel?

The impact of Customer Service Representatives on satisfaction

Issue resolution – as important as we think?

Multi-channel service

- Which organizations excel?
- The impact of Customer Service Representatives on satisfaction
- Issue resolution – as important as we think?
- Multi-channel service

**Topics  for Today**

## Government vs. Commercial Industries

- 70

- 72

- 78

- 76

- 75

- 72

- 71

- 69

- 66

**Government Aggregate**** **

- Commercial Aggregate

- Hotel

- Retail

- Insurance

- Cell Phone Service

- Bank

- Personal Computer

- Cable or Satellite TV

**Note: Scores can range**
**between 0 and 100.**

**Government vs. Commercial Industries**

**Notes:**
Gov ACSI = 68; commercial = 75

## Call Center Vs. Overall Agency Scores

**Call Center Vs. Overall Agency Scores**

**72**

**73**

**71**

**64**

**69**

**63**

**73**

**72**

- Federal Government

- IRS

- Social Security

- Medicare/Medicaid

**Notes:**
IRS: n = 140, SSA: n = 57, medicare/medicaid: n = 42

## Customer Service RepresentativesGovernment  Aggregate

**74**

- 77

- 76

- 75

- 73

- 72

**Customer Service**

**Representatives**

- Speaking in an

- understandable

- manner

- Courteousness

- Knowledge

- Effectiveness in

- handling your issue

- Interest in helping you

**(Overall Score)**

**Customer Service Representatives***Government  Aggregate*

- Attributes

## Customer Service RepresentativesGovernment  Vs. Commercial Aggregate

- Attributes

**74**

- 77

- 76

- 75

- 73

- 72

**77**

- 78

- 81

- 76

- 73

- 77

**Customer Service**

**Representatives**

**Speaking in an**

**understandable**

**manner**

**Courteousness**

**Knowledge**

**Effectiveness in**

**handling your issue**

**Interest in helping you**

**(Overall Score)**

## Issue Resolution

**% Unresolved Issues**

- 21%

- 18%

- 21%

- 20%

**Government**

**Aggregate**

**Commercial**

**Aggregate**

**Federal**

**Government**

**State and Local**

**Notes:**
Commercial Demeanor: 79
Commercial Knowledge:  75

## Impact of Issue Resolution

**CCSI Score**

**Issues Not**

**Resolved**

**Issue**

**Resolved**

**Overall Score**

- 70

- 79

- 42

## Issue Resolution - Government

**% Unresolved Issues**

- 21%

- 20%

- 32%

- 31%

- 13%

**Federal**

**Government**

**State and Local**

**Social Security**

**Administration**

**Medicare &**

**Medicaid**

**IRS**

## First Call Resolution

**First Call Resolution**

## Multi-Channel AttemptsGovernment Aggregate

*Only 27% of private sector customers tried another contact method first .*

**Multi-Channel Attempts***Government Aggregate*

**Notes:**
1/3 of total callers went to web first