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Insights: Whitepaper
Why Government Call Centres Continue to Frustrate Citizens

Call centres are the mainstays of government customer service, handling thousands of interactions on a daily basis. It is no surprise that government want to ensure their call centres are working as efficiently as possible, and meeting expected quality standards.

This paper discusses the measurement of call centre performance, and why, despite well-established metrics, call centre interactions continue to be a source of frustration.

We also consider how government call centres might might use proactive conversational AI to switch to produce immediate returns in terms of delivering more effective services, time and savings, and better served citizens:

  • All Benefit Claims
  • Self Assessment and Furlough
  • Vaccination Programme Management


  • Introduction
  • Measuring call center performance
  • The deficiency in call centers
  • Meeting wants and expectations
  • Conclusion

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