VHT for Government

Improving the customer experience at government agencies with callback solutions

government cx stats

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 cx stats

Solution

Both VHT Callback and VHT Digital 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 VHT’s callback solutions for government agencies 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’s callback 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.

Customer Success Measures

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

Average speeds to answer were reduced from 24.1 minutes to 4.7 minutes during periods when VHT was greeting callers.

Over 5.7 million additional callers were answered within service level goals by using VHT's government callback solutions.

VHT saved over 93.9 million callers from abandoning the queue. VHT was able to reduce the abandon rate from 35% to 9%.

“We’re way below our 2.5-minute wait time goal, and we’re actually looking at lowering that goal now.”

DEBBIE HANSON, ASSISTANT DIVISION CHIEF, CalPERS

Let Us Help Your Government Organization

VHT has helped government organizations improve experiences for over 13 million customers. Download our PDF to see more government stats.

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