Since its launch in the 1990s, the 311 hotline for non-emergency municipal services has been embraced by cities (and counties) of all sizes across the United States and Canada. City governments understand the value of 311: Non-emergency inquiries are steered away from the 911 call center, reducing cost-per-call and enabling 911 operators to focus on emergencies.
311 makes cities more efficient—residents don’t have to look up numbers and make multiple calls to find the person or department they need. 311 is the “one call to City Hall” that takes care of potholes, trash, noise and all other types of non-emergency issues.
This case study highlights the success of our recent outsourcing transition of the City of El Paso, Texas’ 311 Call Center. We took over staffing and management of the non-emergency call center within a short 30-day time period by re-badging many of the center’s experienced agents.
311 delivers high value, but many cities are feeling the pinch of tight budgets. For these communities, a 311 contact center staffed and managed by DATAMARK makes sound financial sense. Costs can be controlled through a multi-year contract, and outstanding service to citizens ensured through service-level agreements and by meeting or exceeding your key performance indicator (KPI) targets.
DATAMARK will deliver a custom 311 call center outsourcing solution for your city
Our contact center technology partners include Cisco, Avaya and Vocalcom
DATAMARK has been a trusted business services partner to Fortune 500 companies, large enterprises and government agencies since 1989.
City government shouldn’t be in the business of operating contact centers. Let DATAMARK handle your 311 program so you can focus on the long-term, strategic management of city government.
Today’s economic reality means cities face ever-tightening budgets and the need to ensure every taxpayer dollar is spent wisely. Outsourcing 311 to an experienced contact center service like DATAMARK can help your community control costs while ensuring top-performing service to your citizens.