5 Trends in Government Contact Centers to Look Out For

Contact Center Solutions for Government Agencies

As a government agency or organization, your business helps society run. That’s an enormous honor, but you also face much pressure. Whichever branch of government you’re in, you deal with members of the public regularly. Often, these inquiries and issues require urgent attention. Efficient and modern communication is vital to this entire sector.

TeleDirect offers dedicated contact center solutions for government agencies to federal organizations across the USA, from 24-hour inbound and outbound live agents and automated services to first-class security. If you’re ready to streamline your government contact center, give us a call at (800) 776-1081. In the meantime, read about some of today’s newest government call center trends.

Government Contact Centers Today

As we approach the end of 2022, it’s clear to see that the world is changing rapidly. Here are some ways in which governments are affected.

• No More Red Tape

  Unfortunately, when it comes to communication-based support, government agencies don’t have the best reputation. Back in the day, it was typical for folks to plan their entire day around a bureaucratic activity—long waits were expected. Today, agencies are using modern government contact center solutions to turn this stereotype on its head.
  Government agencies across the country are putting more thought into their contact centers. Many government call centers have 24-hour inbound agents, hybrid automated-live answering services and modern, secure software to keep things running smoothly. Many agencies invest in a business process outsourcing (BPO) service to ensure that their government call center is running as efficiently as possible.

• Citizen-First Mindset

  In 2022, we crave real connection and trust. This translates to the way citizens approach government services. Today, citizens want to feel seen and heard when they contact a government organization, not like another number on a long list of cases. That’s why one of the biggest trends in the sector is simply to put your customers first.
  The key to this is making use of skilled, empathetic agents who understand what your organization does and how to find the best answers to your citizens’ inquiries. Their goal must be providing the best support possible, not getting off the phone quickly.

• Flexible Communication

  Humans are in constant communication. Technology has changed how we interact—and every person has a different preferred way of being in contact. That’s why flexible contact center options have become an important trend for government agencies. Instead of only offering citizens a number to call, many agencies have added chat box options to their websites, send automated texts and messages to citizens and even have dedicated apps to make communication easier.

• Modern Software

  Say goodbye to physical files and documents. Today, it isn’t just a trend to use innovative software designed specifically for government call centers—it’s crucial. It leads to faster and more streamlined service that’s secure and easy to contact.
  By digitizing your services, it isn’t only your citizens who benefit. With a modern software platform at the center of your call center, your staff will have an easier time performing their duties.

• Outsourced Support Staff

  Whether you’ve been dealing with staff shortages or simply have a busy team, one thing’s for certain: Your employees work hard to offer the best possible service to your citizens. While they may excel at customer service and communication, taking those responsibilities onto their existing roles can spread them too thinly—that leads to burnt-out staff, dissatisfied customers and an overall more challenging experience for everybody involved.
  Those extra responsibilities are why more government agencies are jumping on the BPO “trend.” In our opinion, though, it’s more like a cultural shift. An outsourced call center will provide all the services you need to meet the trends noted here—from less red tape to more flexible communication.
  Investing in a dedicated outsourced government call center service removes the responsibilities of customer support and communication from your team and instead places them in the hands of dedicated professionals. With an outsourced contact center solution for government agencies, you can expect a modern platform, flexible communication and streamlined, organized communication. You will work with live agents who know your business back-to-front, offer brilliant customer service and are available to handle citizen needs 24-7. Some agencies (like TeleDirect) even offer customizable options to suit your unique needs, like personalized scripts.

The Future of the Government Call Center

What do the coming years hold for government call centers? We can’t predict the future—but we know how we see things are going. If modern trends and advancements tell us anything, we believe that outsourced government contact center solutions will continue to grow in popularity.

If you’re ready to bring YOUR government agency into the year 2022 with an optimized call center, get in touch with our team today. We will provide you with a personalized quote and answer all of your questions about our services.

We can’t wait to help your government service be the best it can be!