News : 311 Call Center May Get Extra Help Due to High Call Volumes
Memphis, TN, Oct 14, 2015 -- It’s a call center many of you depend on, but very few can reach when needed.
Most of the calls coming into the 311 call center are from people who have complaints about yard debris and overgrown grass.
The city hopes to get some extra help soon to answer those calls. You can file reports online and receive updates about your complaint, but most people call.
There’s a high call volume of calls that come into the 311 center and not everyone gets through.
James Harton said with long hold times; the system isn’t good enough.
"It could cause some issues for people out here in the city that`s trying to get information that they really need and they’re not getting it so that would be important to get some new operators," he said.
The city’s chief administrative officer, George Little, admits this new service comes with a lot of growing pains.
He hopes to add two positions. The council is set to vote on this next Tuesday.
"I think this is one thing the council and mayor can agree on that we want to not only take in citizen’s issues and complaints, we want to be responsible in resolving those issues and complaints. This is really one of the core services that we provide for our citizens," he explained.
Some say two extra positions isn’t enough "Two more positions. It wouldn’t make any difference at all," Harton explained.
Little is also looking to add interns and other resources to help make it easier to respond to the number of people using this service.
Little is using funds collected for storm water fees to help pay for additional call takers.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - First Call Completion
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Published: Thursday, October 16, 2014