Government | Customer Experience Outsourcing

What Customers Expect from Government Agencies

Transparency and Clarity

Legal and regulatory compliance can be challenging for everyday citizens to navigate. Agencies can rebuild trust by helping the public understand exactly what their benefits entail and providing transparent, responsive communication.

Empathy-Driven Service

Many interactions with government services are initiated by critical life experiences. Citizens are often under pressure to find immediate support and need to know that their needs matter and are understood.

Engaging, Multichannel Support

Government agency support is known for being inaccessible and distant. Providing multiple, viable channels of communication is key to connecting with citizens and delivering empowering solutions.

Our Proven Customer Outsourcing Solutions Help You Focus on Creating Success

We know that meeting constituent demands while running your agency can be challenging. We’re here to empower your team with unmatched expertise and support.

24/7, omnichannel support to provide clear communication across multiple touchpoints
Custom CX research and strategy to identify pain points and opportunities to restructure your customer care process
Rigorously trained agents to deliver informed, frictionless solutions
Technical support and consultation to implement technology upgrades and integrations

Friendly government administrative worker

Why Government Agencies Trust RUI for Best-in-Class Customer Experience

“RUI has supported our company operations exceptionally well for many business-critical processes. Our partnership with RUI has resulted in outstanding service and extremely high NPS, CSAT from our client base. Our brand is enhanced with every transaction performed by RUI. They definitely live up to their pledge to deliver a best-in-class service. We look forward to a long-standing relationship.”

-Senior Director of Customer Experience (global telecommunications company)

Results that Improve Your Customer's Experience and Increase Retention Rates

On average, our clients experience these results:

32%

NPS improvement

41%

reduction in ASA (Average Speed to Answer)

42%

average reduction in abandon rate

39%

increase quality scores

Best-In-Class BPO for Customer Loyalty and Retention Services

At RUI, we understand the importance of customer service and engagement for government agencies. Since 1996, we’ve empowered teams just like yours with the best people, processes, and strategies designed to enhance the customer experience and promote brand loyalty. Our clients have stayed with us over the decades, trusting our team to handle millions of customer interactions every month.

Over 25+ Years Experience

PCIS-DSS and SOC II Compliant

Training, Technology, and Processes

Each customer service agent receives rigorous training and 1-on-1 attention so they understand your brand, processes, platforms, products, and values. We are compatible with 100+ support platforms. We take pride in adapting to our client’s tech stack, no matter what platforms you use.

Training

At RUI, we have an extensive curriculum and learning management system, as well as a rigorous training program to help your agents reach their full potential.

Technology

Our agents are trained in 100+ platforms, including the following tools and technologies:

NICE CXone
Freshdesk
Zendesk
Slack
HubSpot
Facebook Messenger
Instagram
Salesforce
StellaConnect
RingCentral
+Your tech stack

Processes & Strategies

Analytics & Insights
Automation & AI
Loyalty Programs & Strategy
Rules & Processes
Human-centered Design
Best Practice Adoption
Risk-based Controls

Government: Customer Experience Outsourcing