Governments Coordinate Departments and Works with Call Center Software - sonumahar/sonu GitHub Wiki

There are times when governments must act quickly and coordinate public works between different departments and officials. It assumes urgency in the case of natural disasters like floods and storms. Even otherwise, for routine operations coordination between various officials and departments is indispensable for smooth functioning and superior public service. Normal telephone lines are inadequate to serve millions of citizens. This is where call center software for governments proves to be the perfect solution. Governments can listen in to what people are talking about on Twitter. They can use Whatsapp for communication between officials and Facebook to post about their services. The omnichannel call center software binds all these channels into a single dashboard accessible to authorized officials in designated departments. Government can send out notification to public and listen to public grievances 24x7. Efficiency is the watchword for Governments to tackle normal situations and extraordinary situations and that is achieved with the help of contact center software.

A solution that syncs and coordinates all departments

It would be time consuming and expensive to get a purpose built call center software. The best solution is a multi-tenant hosted omnichannel contact center software that can be set up in less than a day and configured with ease. For example, a ministry becomes a tenant and departments under it become sub-tenants. How does this help in speedy and efficient coordination as well as collaboration?

Each department and sub-department can maintain separate accounts and separate contact list of authorized officials with various levels of permissions. Officials can collaborate with each other regardless of whether they are in office or in the field. They can keep track of issues raised by members of the public and take action individually or as a committee that meets online through conferencing. Such action or decision can also be communicated easily to higher ups and to the public as may be applicable.

Take the case of the recent labor migration crisis in India caused by the corona lockdown. It is a nightmare situation for migrants forced to follow difficult procedures to get a seat on a train. It is even tougher for the Center to coordinate with the States. The originating state must also coordinate with the destination state and with Railways to arrange for trains and then there are officials on the ground who make arrangements, convey it to the higher ups who then take decisions that ultimately makes travel possible. Delays occur. All these issues are short-circuited when a contact center solution is used as the communication platform between railways, Center and States as well as the migrant labor wishing to return to their villages. The call center software has a ticketing system that automatically raises a ticket when an applicant dials the IVR and registers for the travel service. Once the arrangement is final it is an easy matter to use SMS broadcasting to advise hundreds of thousands of such applicants about availability of the travel service or any other advisory.

This, of course, is a temporary situation. The call center software can be used in normal times for conferencing between officials of several departments across several regions and to interact with citizens through any channel. Constituents can register requests through the IVR or any other channel and get status updates or find out status through the call center software. It does reduce workload on administrative staff.

Call center software for campaigns

Call center software is the perfect platform for outbound sales campaigns. The same concept can be transplanted to government operations to conduct awareness programs and receive feedbacks to know just how effective the campaigns are.

Avoid delays

One thing people do not like about governments is the inordinate delay in processing of any application and lack of updates. Navigating government portals can be a nightmare whereas use of call center solutions simplifies it all. Officials can use the platform to communicate with each other and sanction or reject the application and their actions go into the CRM and can be transmitted to the applicant quickly. Call center solutions do help increase efficiency and improve image. The software introduces automation, smart distribution of calls to concerned officials and reduces workload on employees.

Governments, for example, announce schemes that may involve insurance companies, health and banking sectors. In such cases

Better understanding of citizen behavior

From another perspective, call center software helps governments understand citizen behaviors better. An individual may interact with various departments with different levels of satisfaction or speed of response. The multi-tenant hosted call center software can keep records and conflate data through the analytics section of the software to derive precise information at all times.

Call center software imparts professional touch to government operations, whether these are routine or emergency cases and improve its image as well as efficiency of employees while reducing their workload. A hosted solution does not cost anything upfront and can be implemented in just a few days with the help of the contact center software provider.

Author Bio:

Hiten Dudhatra is a Team Lead - Digital Marketing at Ecosmob Technologies Pvt. Ltd. He likes to share his opinions on IT & Telecommunication industries via guest posts. His main interest to write the content for Contact Center Software & VoIP Call Center Software. @hitendudhatra