Government

When given the option, customers chose to receive a VHT Callback 71% of the time.
When given the option, customers chose to receive a VHT Callback 71% of the time.
Over 3 million government callers used the VHT Callback option.
Over 3 million government callers used the VHT Callback option.
Over 4.3 million government callers received an improved experience.
Over 4.3 million government callers received an improved experience.

Challenge

Citizens expect a lot from government agencies. Tax dollars support government operations, and these agencies are put under a tremendous amount of pressure to deliver good, effective customer service. Unfortunately, these expectations are often met with disappointment, due to poor customer service experiences. Online forms can be complicated, phone directories confusing, and dealing with bureaucracy can be difficult for citizens to deal with. When a government agency takes steps to improve customer service, it makes a huge impact. Aside from saving money, changing people’s perception can restore faith in government.

Government
Government

Solution

Both VHT Callback and Conversation Bridge can help citizens get access to more services by bridging the gap to a real person who can help them. People want and expect service from government. That’s why Callback and Conversation Bridge are so useful. Agencies can offer a callback from online forms, mobile apps and voice menu systems when people run into trouble in the self-service channels and just want to speak with a real person. VHT solutions will provide a better experience for people calling in for services. Plus, the savings realized from VHT’s operational efficiencies in the form of improved average handle times, reduced call abandonment and overall workforce optimization demonstrate that you are also a good steward of taxpayer dollars.

Key Statistics

Since mosts callbacks are answered in 16 seconds, whenever VHT is treating calls, the impacts are:

Average speeds to answer were reduced from 27.5 minutes to 7.6 minutes during periods when VHT was greeting callers.

Over 1.4 million additional callers were answered within service level goals by using the VHT Callback solution.

VHT saved over 943,000 callers from abandoning the queue. VHT was able to reduce the abandon rate from 32% to 11%.

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