Government Call Center Achieves Excellence in Customer Service
Outsourcing Center, Kathleen Goolsby, Senior Writer
A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously – so states the U.S. General Accounting Office (GAO) in its August 2000 report on customer service. The report found that federal agencies need clear goals and committed managers.