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News : Dayton Tries to Improve Service to Residents with New Call Center


Dayton, OH, USA, Jan 19, 2020 -- The city of Dayton will open a new call center later this year that officials say should reduce wait times and hopefully will result in fewer unhappy callers and abandoned calls.

Dayton officials say they think the city can do a better job of serving callers.

Last year, about one in 15 calls to the public works call center were abandoned, and average wait time of answered calls to the finance department was about 1 minute and 40 seconds, city data show.

For many citizens, their only interaction with the city takes place when they call public works or the finance department to pay utility bills, report issues or seek help addressing other questions and needs, said Dayton City Manager Shelley Dickstein.

Too often, citizens’ experiences are subpar, she said.

"We are not strongly performing in that area," Dickstein said.

But the new call center will be much more professional, with higher standards and better accountability, and staff will get useful training and will work in a much-improved environment, Dickstein said.

Poor experiences on the phone aren’t staff’s fault alone, because they have worked in a substandard environment with dated technology and didn’t have sufficient training or direct supervision focused only on call center performance, Dickstein said.

The city wants to reduce call wait times as well as the number of callers who hang up out of frustration after being put on hold or when their calls go unanswered, Dickstein said.

Through the end of the third quarter of 2019, all calls the city’s finance department answered had an average wait time of 1 minute and 40 seconds, city data show.

That was a significant improvement from 2018, when the average wait time was almost 3 minutes. The finance call center answered more than 79,200 calls through the first three quarters of 2019.

Public works, however, did not meet its goal of answering 98% of calls within 1 minute and having an abandoned call rate of 2% or less, said Fred Stovall, Dayton’s director of public works.

Stovall said staffing changes was one of the main reasons the department fell short of this target.

Public works’ call center is for environmental complaints, like potholes, fallen trees, trash collection and other services, officials say.

The finance department has a call center to handle billing. These centers will consolidate into a renovated space in City Hall.

The new call center — eventually with a new phone number — will handle non-utility calls to public works, and the finance department’s call center already started accepting calls to the city’s switchboard, officials said.

The city will pay close attention to whether call takers were professional, helpful and courteous and that callers had a satisfactory experiences, Dickstein said.

"The benefit primary will be enhancing customer service," Dickstein said. "We have room for a great deal of improvement."

Dayton Mayor Nan Whaley said citizens usually call the city when they have issues or problems, and the new call center hopefully will mean fewer callers will need to be transferred and have to bounce around to get their questions answered.

The lion’s share of the calls the city receives are about water bills, streets and trash, and the new center is an opportunity to make it is easier to provide assistance and service, the mayor said.

"You won’t have to call around as much, which is really annoying to people," she said.


Posted by Veronica Silva Cusi, news correspondent

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Today's Tip of the Day - Build In Training Time

Read today's tip or listen to it on podcast.

Published: Tuesday, January 28, 2020

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2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
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