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Government Contact Centres - International Trends

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Interested from Canberra
#1   Posted: 17 Sep 2011 00:41

Dear Colleagues

My boss has given me 1 week to research into international trends in Government Contact Centres - she wants a couple of pages summary. Hope you can help. What she wants to know is what business model is being used? Are operators taking calls only and have lots of idle time in between, or are the operators taking calls and in quieter times processing scanned or paper claims for government assistance (eg unemployment benefits or pensions). Are government contact centres trying to dampen demand and shift customers to online transactions as much as possible? Do your operators use blended technologies ie do they take inbound calls and use webcams/skype to see and interact with customers, do the operators chat live with callers, do they process emails in between? How can we make the most of human resources inbetween peak periods? All comments grateful thank you.

#2   Posted: 26 Sep 2011 07:08   Edited by: melanieup

perhaps this website will help you, although this is a UK website perhaps many of the key points will be similar to where you're from. also has a section on public sector call centre outsourcing

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