Government Contact Center Benefits

At nGUVU, our goal is to help inbound and outbound government contact center agents and service representatives be the best versions of themselves by ensuring objectives get consistently met, and calls handled as efficiently as possible.

Read on to learn how nGAGEMENT can boost the productivity and results of your contact center staff..


INCREASE CONTACT CENTER AGENT EXPERTISE AND ACCOUNTABILITY


Ensure that your agents are engaged while at work, fairly evaluated for their efforts, rewarded accordingly, and dedicated to customer service—day in, day out.

nGAGEMENT is an integrated and automated environment that gives your agents quick and easy access to their performance metrics and real-time standing.

As an agent, access nGAGEMENT at least once a day to get the latest stats, check management updates and notifications, and see how close you are to objectives and goals. Then, adjust your performance to reach (and surpass) KPI targets and finish the day strong.

Telemarketing - inbound and outbound call center

Boost agent engagement and job satisfaction

Employee engagement doesn’t end once you’re done onboarding a new hire—it’s a continuous process that requires monitoring and adjusting so that both managers and agents can get the most out of a job.

nGAGEMENT provides the features and capabilities needed—like automated behavioral analysis, report generation, and more—to support training, encourage better workplace behaviour, and hold agents accountable for their work.

DELIVER STELLAR CUSTOMER SERVICE

By empowering agents and giving them the tools needed to do their job better, you’re ensuring stellar customer service—no matter what query or request gets thrown their way. With modernization becoming a priority for more and more government organizations, an in-depth employee engagement platform like nGAGEMENT is the easiest way to help your agents meet expectations faster and deliver efficient and effective service to your institution’s clients.

REDUCE GOVERNMENT CONTACT CENTER ATTRITION 

Agent turnover is the primary challenge facing today’s contact center managers in the government.

Thankfully, employee engagement software like nGAGEMENT makes attrition a thing of the past by motivating employees through Challenges and other features that test skills and enhance performance, as well as a dashboard that gives agents added visibility into the impact they have on the customer experience and on the business.

THE BENEFITS OF WORKFORCE ANALYTICS IN GOVERNMENT CONTACT CENTERS

  • Predict agent departures

  • Predict absenteeism

  • Identify and predict the best productivity periods