Improving the Public’s Experience with Government Contact Centers
Many government agencies receive thousands of calls each day, with a wide array of issues and questions. The challenge is how to optimally manage a federal, state or local agency contact center to deliver the best customer service while maintaining compliance and adhering to government regulations. It requires the best resources available.
Digital Gov
Agencies in all branches and at all levels of government are moving to digital-based platforms and services. Contact centers are being recognized as an ideal hub for public interactions. No longer viewed as a channel for public complaints, contact centers have been identified as a resource to gather valuable, decision-making data via phone, web and social media interactions with the public. Extensive guidelines have been created to help agencies build and maintain their own individual contact centers.
Importantly, contact center representatives put a human face on government bureaucracy. A friendly, well-trained contact center staff can stand in stark contrast to the sometimes-lengthy government documents and odd processes that we all go through. Additionally, a properly optimized contact center can also significantly reduce the workload of government agents and wait times for constituents.
California’s Health & Human Services
The sheer diversity of public requests via government agency contact centers can be daunting. Having the right technology in place to maximize efficiency is a must.
The State of California requires county-level Health and Human Services agencies processing telephone applications for Medi-Cal to record a voice attestation during the application process. This recorded segment of the interaction must be available to send to the State as requested for legal reasons.
A voice attestation is also known as a Voice Signature: a type of legally binding electronic signature that uses a secure, recorded verbal agreement in place of an ink and paper written signature. California was looking for just such a system.
DVSAnalytics Telephonic Signature
At DVS, we quickly rose to the challenge, meeting the state’s requirement with a new Encore interaction recording feature called Telephonic Signature. The key to our solution is the ability to create a separate, secure recording within a recorded call that documents, in this case, the applicant’s assent. The Telephonic Signature recording is then easily located, retrieved and played at need.
Recording of the Telephonic Signature can be triggered manually during a call by the agent using an Encore desktop application, or automatically with our WebAPI or eCapture software.
7 Advantages of WFO/WEM for Government Agency Contact Centers
Beyond Telephonic Signature, our Encore? Workforce Optimization and Engagement Management solutions deliver a number of advantages to improve contact center performance for state and local government agencies.
- Record complete multichannel interactions – voice, chat, email.
- Record a combination of analog, TDM and VoIP devices as required in complex environments.
- Gain insights on shifting customers to self-service options by reviewing customer interactions.
- Securely store recordings as a safeguard for legal issues or regulatory compliance.
- Review interactions to improve agent performance and identify training opportunities.
- Send eLearning lessons directly to agents based on evaluation results with automated coaching programs.
- Forecast and schedule single and multi-skilled teams of agents with Workforce Management tools.
Perhaps this is the year your government contact center will make the transition to a more robust customer experience via a workforce optimization (WFO) system. Optimizing your solutions and increasing efficiency has to be at the top of your to-do-list.
Telephonic Signatures and Voice Attestation
Download our case study on Telephonic Signature to discover the details of how California’s State agencies are making use of Encore and Telephonic Signatures in their contact centers.
