“A good digital transition must contain support systems, through human presence and adapted telephone relations” | EUROtoday
T13 million French folks expertise difficulties with digital know-how, which is why the dematerialization of public providers must not substitute the telephone. Announcing a “telephone plan” within the spring, Elisabeth Borne indicated that 43% of interactions with public providers are achieved by telephone.
Telephone relations are thus the primary channels of contact between customers and their administrations. Quality telephone reception is due to this fact important, each to obtain common info and to profit from personalised info.
While the coverage pursued for greater than a decade tends to favor digital administrative procedures, the telephone must stay an actual high quality communication channel to keep away from dangers of exclusion. However, based on a survey carried out by the Sense of public service suppose tank in early 2023, if 33% of these questioned have used an administration telephone switchboard in latest months, 52% think about it unsatisfactory.
Sending textual content messages as a substitute of emails
We see the truth is that the telephone different isn’t all the time on the degree of high quality anticipated by customers. According to a survey by the 60 million shoppers affiliation and the Defender of Rights, half of the calls to the Family Allowance Fund (CAF) are unsuccessful, as are 72% of calls to Health Insurance. .
When a consumer manages to succeed in a public service, the telephone response time is usually shorter than the ready time, and the quantity of data delivered stays inadequate. Let us additional notice that if, since 1er January 2021, public providers have the duty to supply free telephone numbers, we nonetheless deplore premium charge calls through scams or shortcuts to entry some public providers.
To the extent that telephone exchanges stay predominant in relations with administrative providers and that they contribute to shaping the picture of public providers, bettering their high quality through new functionalities appears a structuring component. The modernization of those exchanges entails reminding customers to keep away from wasted time ready, through the compulsory improvement of a satisfaction survey amongst callers with a view to enrich the service supplied and by sending SMS slightly than of emails for folks much less comfy with the Internet.
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