Like never before, government agencies are held accountable for providing quality service in a cost-effective manner. In many agencies, telephone transactions account for more than 80 percent of customer communication. Directives often require that this telephone traffic is monitored, and in some cases, agencies are required to conduct telephone customer satisfaction surveys.

Client Discovery offers a number of services that can help in these areas. The four services most applicable to government agencies are listed below. Please click on a underlined heading for more information.

TeleCollector
This service collects telephone traffic detail for all inbound and outbound phone activity at multiple remote sites. Normally, this raw detailed data is forwarded to a central office or IT department.
TeleMining
Utilizing a special caller ID collection system that identifies a caller's name and address, customers calling in are added to a mailing list or database.
Call Accounting
This is a full set of reports, graphs, and detailed listings of all telephone activity. These reports, which include drill-down capability and on-the-fly custom reporting, are available online.
Customer Distribution Maps
These color maps pinpoint the exact location of inbound callers.

How are government agencies using Client Discovery?

Most agencies that utilize our services have several small branch offices. Client Discovery monitors their telephone activity and provides information to the central office. The Social Security Administration, for example, conducts customer service surveys of various offices on a periodic basis. Using Client Discovery, they collect customer phone numbers from 80 to 100 offices through out the country. Then at random, they call customers and conduct the surveys. Smaller municipalities use Client Discovery's Call Accounting service to keep track of telephone expenses and employee telephone abuse.

How is the TeleMining service used?

For some government agencies it is important to know the name and address of callers, not just that someone called. The TeleMining service uses caller ID to identify a caller's name and address. This information can be use for notification or marketing. For example, a state tourist bureau will send a brochure to people that called. The names and addresses are made available on the password protected web site and can be printed as labels on a local printer.

How do these services gather telephone information?

Client Discovery installs a small proprietary device, the Scout, in remote locations. These devices collect the actual telephone activity, including all inbound and outbound call detail. The Scout downloads this information to the Client Discovery data center every night. This detailed information is then made available for download via the Client Discovery web site or it can be emailed.

How do we sign up for the services and what are the fees?

We would love to get you started. Just give us a call at 800-240-4637. Click here for an overview of Client Discovery's Services and Pricing.