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News : Call Center Open for Drivers with Questions
Jan 29, 2014 -- City hall is spending to make the experience of calling it less frustrating.
Pending council approval Wednesday, the city will spend money to consolidate its call centres.
For residents, that means the chances are better that the first person who answers the phone will be able to answer your question, Coun. Russ Powers said.
Currently, the main switchboard can answer about 60 per cent of the calls. The rest are sent to individuals or 11 centres around the city, said the Dundas councillor, who is part of the committee dealing with the change.
Under the new system, operators will be able to answer more than 85 per cent of the questions posed by callers.
"We’re talking about consolidating that knowledge, that information, in a centralized area," he said.
The call centre issue is left over from amalgamation. When the former municipalities joined together, they came with a mish-mash of call centres, Powers said.
The new call system means hiring 20 new employees and will save the city each year. It will be fully implemented by 2019.
The city is also working on a new website, which should be ready in two years, he said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Record Unsolicited Customer Feedback
About Florida Department of Transportation:
The Florida Department of Transportation (FDOT) is a decentralized agency charged with the establishment, maintenance, and regulation of public transportation in the state of Florida. The department was formed in 1969. It absorbed the powers of the State Road Department (SRD). The current Secretary of Transportation is Ananth Prasad.
Published: Friday, January 31, 2014