Each year, billions in government benefits go unclaimed by eligible Americans, including the most vulnerable who need assistance to ensure economic security. It’s critical government agencies reach constituents about benefits — and other important notifications. In recent years, government agencies have zeroed in on improving the constituent experience (CX). The phone remains a highly popular communications channel for reaching constituents and enhancing the CX, especially since it’s typically regarded as more widely available to constituents nationwide than any other channel.
But constituents are concerned about scams and fraud
People generally hesitate to pick up the phone unless they know who’s calling. Branded calling, which enables the addition of name, logo and reason for the call to the mobile display, has been proven to increase answer rates and improve engagement.
Respondents in a recent TransUnion survey who said it’s important they know it’s a government agency calling at the time of the call.
Many government agency calls may be mistagged as spam or blocked. According to Omdia Research1, in a recent study, 93% of respondents said over 10% of their outbound calls were blocked six months ago. The impact of legitimate calls being missed is extreme.
According to the Omdia study, 57% of respondents agreed when calls are marked as spam or blocked, it has a high impact on call volumes – thereby increasing costs. The need to make additional calls to constituents to reach them also negatively impacts the CX. Nearly half (48%) of respondents in a recent Forrester Consulting study said the voice/digital experience is critical to meeting one of their top business goals of “improving the customer experience” while 39% said it’s important.2
Why shouldn’t phone calls match your other digital channels? Government agencies make continual adjustments to offer more positive, engaging and streamlined digital interactions. However, there’s a component of the constituent experience that has been largely neglected — the phone call. When calls are consistent across the omnichannel experience, you can resolve conflicts faster, and ensue constituents know it’s really you calling.
Respondents who said the voice/digital experience is important (45%) or critical (32%) to meeting their top 5 CX goal of better aligning their digital and call strategy3
decrease in spam compaints4