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We are now six months into our government call center benchmark study, and already we have some very interesting results. Overall, we are pleasantly surprised at the performance of government call centers at the federal, state and local municipality levels. As you can see from the chart on the left, the majority of agents in government call centers are full-time employees as compared to outside contractors (temps). From the chart on the right, it is interesting to note that agents working in federal call centers spend almost 20% of their time handling e-mail. Our public sector research is sponsored by American Management Systems, and an interim report Is now available. The study will be completed this June.