The enterprise call experience in 2023: public sector

Over the past few years, government agencies have been taking steps to modernize and leverage new technologies to respond more quickly to crises, provide inclusive services and enhance customer service. Phone calls still play a critical role in their multichannel outbound strategies, but many agencies have been targeted by fraudsters who impersonate them to scam constituents. These negative call experiences, in addition to robocalls and spam mistagging, are eroding trust.

In late 2022, we commissioned Omdia to conduct a survey of enterprises (across seven industries) that make large volumes of outbound calls to gain insights on current challenges and opportunities of the customer call experience.

Read the eBook for key findings regarding public sector respondents, including:
- They perceive the call experience to be closely tied to overall brand perception
- 62 percent said the impact of spam mistagging and call blocking was high or extreme when it came to reduced constituent satisfaction
- The use of branded calling features, especially the addition of a logo or photo to the mobile display, will help get more calls answered, and enhance the experience

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