News : City of El Paso Selects DATAMARK to Manage Customer Service Call Center
El Paso, TX, USA, Oct 16, 2015 0-- DATAMARK, Inc., a provider of business process solutions including bilingual (English/Spanish) contact center services, has been selected by the City of El Paso to staff and manage the city’s 311 Customer Service Call Center.
The call center, located in the City of El Paso’s downtown facilities and staffed by approximately 34 agents, handles calls in English and Spanish placed to the city’s 311 non-emergency phone number. The call center receives approximately 40,000 calls a month.
The 311 call center has been in operation since 2011. After a competitive bidding process, the City Council in August awarded DATAMARK a three-year contract to staff and manage the call center, with an option to extend the award for up to three additional terms of one year. DATAMARK, which is headquartered in El Paso, assumed staffing and management responsibilities for the call center on Oct. 1.
"As an El Paso-based company, we’re very pleased to have been selected to serve residents of the city through the 311 Customer Service Call Center," said DATAMARK President Bill Randag. "The call center is a critical hub of information that connects residents with city government, and we are dedicated to providing outstanding service to the El Paso community."
City officials say the 311 center saves money and improves service to citizens by centralizing incoming calls to one location, reducing the need for department staff to handle non-emergency calls.
Posted by Veronica Silva Cusi, news correspondent
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Celebrating its 25th year in business in 2015, DATAMARK, Inc. is a business process outsourcing company specializing in high-volume digital mailroom management, document processing/document management, bilingual (English/Spanish) contact centers and process improvement consulting for Fortune 500 companies and other large enterprises. Headquartered in El Paso, Texas, DATAMARK employs nearly 2,200 people in its U.S., Mexico and India facilities.
About City of El Paso:
El Paso is the county seat of El Paso County, Texas, United States, and lies in far West Texas. As of July 1, 2014, the population estimate from the U.S. Census was 679,036, making it the 19th most populous city in the United States.
Published: Monday, October 19, 2015