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Evaluating the Government Call Center: A three phased approach

Author

Listed:
  • Anindita Paul

    (Indian Institute of Management Kozhikode)

  • Sidhartha S. Padhi

    (Indian Institute of Management Kozhikode)

Abstract

Government call centers are a way to reach out across the digital divide as citizens can avail the services using a phone call. Not many studies evaluate government call centers as they have started appearing recently. The Chief Minister’s Call Center in the state of Kerala in India was evaluated in three phases- analysis of call records, analysis of caller feedback and review of the online system. The findings highlight how government call centers need to work as a one-stop shop in trying to increase the response time to citizens by integrating well with all the different departments, better utilisation of resources available, training the agents for handling calls for better citizen satisfaction and utilising the online system better. The overall analysis indicated the need for redefining the role of the agent and increasing utilization of the online resources with focus on user-friendliness.

Suggested Citation

  • Anindita Paul & Sidhartha S. Padhi, 2016. "Evaluating the Government Call Center: A three phased approach," Working papers 211, Indian Institute of Management Kozhikode.
    • Handle: RePEc:iik:wpaper:211
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