News : 311 Service Celebrates 12th Anniversary
Lower Manhatten, New York, USA, March 12, 2015 -- One number to call for help for anything. Former Mayor Michael Bloomberg came up with that idea in 2003.
And as it celebrated its 12th anniversary on Wednesday, 311—thanks to social media, a mobile app, and hundreds of dedicated call center representatives—is thriving.
The service recently marked a milestone, when it handled its 200 millionth call. It was a heat and hot water complaint.
But since 311’s inception a dozen years ago, noise complaints have brought in the most calls.
Landlord maintenance came in second for total complaints, followed by people checking on the status of a service request, and making heat and hot water complaints. Rounding out the top five calls: bus or subway information and complaints.
New initiatives like pre-k and municipal ID cards typically bring in lots of inquiries. And severe weather always drives up the volume.
Joe Morrisroe, executive director of 311, said the most calls on any one day came in on January 27, 2011, during a snowstorm.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
"We had 276,827 calls in a 24-hour period. Everyone wanted to get information on snow. What was open and closed. Schools were actually cancelled that day," he said.
There are essentially no specialists at the one-stop call center. Everyone knows how to deal with everything.
"Everyone here is essentially a generalist. We have over 4-thousand different types of services that that we offer New York City residents. And every representative here has to know how to navigate our system in order to get the right information to give to the customer when they call," Morrisroe said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Check Your Number
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 190,000 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 https://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: Friday, March 13, 2015
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...