What is a Government Call Center Solution?
Today, contact centers are challenged with providing better customer experience while simultaneously reducing costs. A good government call center solution enables contact centers to meet these demands. Designed specifically for governments, Active Network’s call center solution incorporates the necessary software tools to provide agents with a single, unified view of citizen interactions, resulting in faster and greater first-time resolution rates, as well as higher citizen service satisfaction. No matter the channel – phone, web, or email - agents are equipped with a powerful knowledge base that enables consistent and relevant resolutions.
For citizens, our government call center solution supports multi-channel access, including phone, Web and email, for information and service request submission. Citizens will benefit from consistent customer service response and access to a convenient knowledge base for immediate answers.
We’ve developed the best technology to create effective contact centers, from several operators to hundreds. Using our call center solution, governments can improve citizen satisfaction, reduce costs per citizen contact, and implement flexible technologies to accommodate future growth.
At Active Network, we want cities, counties, provinces and other government agencies to make the best decisions on technology solutions to improve citizen services. So we’ve highlighted a few criteria to look for when considering a government call center solution.
8 Things to Expect from a Government Call Center Solution:
- CRM. At the heart of a call center solution is a Citizen Request Management system for effective request tracking and case management.
- Multi-channel Access. It is important to provide citizens with the ability to communicate in their preferred method, whether by Web, email or phone.
- Customer Service POS Capabilities. To deliver the most convenient services to citizens, call centers must consider the ability to accept payments for bills, fees, facility reservations, and more.
- Knowledge base. A knowledge base empowers agents to provide consistent and accurate responses, regardless of training. Additionally, providing an online self-service option, via an online knowledge base, empowers citizens to quickly find their own answers.
- Computer Telephony Integration. Put a wealth of caller information at the fingertips of customer service agents.
- Reporting. Access to custom and standard reporting, metrics and performance analysis translates to better, more informed decisions
- Geographic Information System Integration. Locate issues and dispatch staff accurately.
- Interactive Voice Response Technology. Permit citizen self-service with IVR and touch-tone phone integration
Request More Information Schedule a Needs Analysis
Related Topics:
