News : City's 311 Call Centre Receives Exceptional Number of Calls
Jan 16, 2014 -- It’s been what the city calls an "exceptional winter" and on Wednesday, it received an exceptional number of calls.
The city reports the massive amount of snow plus unseasonably warm weather resulted in a record number of calls made to 311.
Nearly 8,800 calls were made to the call centre Wednesday, well above the average of 1,200 calls that come in during a normal day.
While wait times to speak with an operator averaged half an hour, some callers had to wait 45 minutes, reports the city.
To help alleviate the crunch, a dedicated snow page has been created on calgary.ca/snow with quick links to the online service request page for concerns dealing with roads, sidewalks, pathways, walkways and transit platforms.
Calgarians are also able to download the 311 Calgary Mobile Application to submit snow and ice complaints.
"By using the online system or the app, you’re populating our database immediately with that critical information, but also saving yourself a lengthy wait on the phone," said Sean Somers, with the city’s transportation department.
"Most people don’t realize that citizens are using the exact same intake system that the 311 agents would be using had they called 311 to request it."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Loyalty Versus Satisfaction
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 145,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link http://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Monday, January 20, 2014