3rd Party Remote Call Monitoring Feature

A recent bipartisan bill passed via the House aims to improve the customer service of federal agencies. Yes, even the feds are looking to improve upon their customer service.

The Government Customer Service Improvement Act (H.R. 1660), which passed by a voice vote, would task the Office of Management and Budget (OMB) with setting targets for the time taken to respond to email and telephone calls as well as to process benefits and payments.

Rep. Henry Cuellar (D-Texas), the bill's sponsor, said in a statement that "we owe our taxpayers more than delays and service breakdowns--we owe them an effective, efficient, and responsible government."

Reps. Michael McCaul (R-Texas) and James Lankford (R-Okla.) cosponsored the legislation.

The Internal Revenue Service will participate in a pilot program to gather feedback from customers about each agency's level of customer service.

Perhaps it’s rather comforting to know that how an organization treats its callers isn’t just unique to businesses that offer services or products. When it comes to tax time, taxpayers (the customer) should have the very same respect and care they receive when purchasing, say, car insurance or a book from Amazon.com (News - Alert) and need assistance.

Great customer service is achieved through feedback, and one surefire way to obtain accurate and helpful feedback is through 3^rd party monitoring solutions.

With third party remote call monitoring, call tracking data empowers call centers with accurate business intelligence and eliminates the guesswork and uncertainty about consumer behaviors.

If you’re a customer who has called a customer care line, chances are you may be familiar with the phrase “your call may be monitored for quality assurance purposes.”

Perhaps it’s one of those phrases that is widely heard, but not quite fully understood. Call monitoring is an essential tool in the call center, as managers can stay up to speed on agent performance, how calls are being handled, whether calls are being accurately routed, and if a problem arises, how to use the information for future calls.

3^rd party call monitoring provides actual evidence of where there can be room for improvement and provide call centers with the knowledge to move forward. By assessing and evolving, the future of federal customer care can very well be pretty positive.