Government contact centers play an important role during these difficult economic times. U.S. GDP in 2009 decreased 2.4%1, U.S. unemployment has remained above 9% since May 2009, and 12- month average hourly earnings have increased just 1.7% since August 2009.2 With increased economic pressures for most U.S. citizens, people rely all the more on government contact centers to provide the service and support citizens need.
Fortunately, government contact centers have risen to the occasion to deliver higher satisfaction scores among citizens who contact a government contact center. CFI’s Government Contact Center Satisfaction Index (GCCSI) rose a significant 5 points from 2009. Although the private sector satisfaction (CCSI) is 77, 8 points higher than the GCCSI of 69, the GCCSI improvement of 5 points from 64 in 2009 to 69 in 2010 is a significant performance jump.
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