Reinventing the Government Call Center for Mission Impact
Why the phone channel still matters
As agencies expand digital services, the phone remains a vital lifeline for millions of Americans navigating programs like Social Security, SNAP and unemployment insurance. Unfortunately, call spoofing and impersonation scams are increasing, eroding trust in this essential channel.
This special report explores how government agencies can modernize call center operations to:
- Restore trust in phone-based communications
- Reduce fraud and impersonation threats
- Improve constituent experiences and service delivery
Key insights from report
- 74% of consumers won’t answer calls from unknown numbers
- 32% of consumers received scam calls impersonating government officials
- 25% of calls claiming to be from government numbers are signed as legitimate
- 20% increase in answered calls and 35% reduction in outbound volume for a single US Department of Veterans Affairs program using TransUnion® TruContact™
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