311 services began more than 20 years ago as a social experiment. The city of Baltimore wanted to relieve some of the burdens on its 911 services by giving its residents another means to communicate non-emergency city issues. The service quickly became very popular and was able to handle more than 30% of calls that would otherwise take up valuable emergency resources.
Today, more and more municipalities are adopting 311 services to cater to their communities. DATAMARK is a leading international municipality phone support service provider for 311 services.
311 services are a direct extension of DATAMARK's core Contact Center capabilities. Many of the processes that DATAMARK implements in various industries today can be utilized by a government or municipality phone support service. Here are three core competencies that benefit today's 311 services.
All 311 services contact centers rely upon a mature customer relationship management platform. DATAMARK has years of experience with many of these platforms. How does a 311 services system manage incoming requests from voice, text, social media and smartphone applications? DATAMARK's Digital Mailroom is part of a suite of capabilities that manage all of these disparate requests into your CRM. This allows your municipality phone support service to communicate effectively with various city departments in order to quickly resolve a resident's issue.
As municipality 311 service providers continues to collect issues from around the city, patterns can begin to emerge. Having a database or content management system to catalog trends can begin to anticipate issues. Municipalities can leverage an Enterprise Content Management database to help budget for maintenance and city projects. The content management database can be used in conjunction with business intelligence tools to determine which projects will benefit the most residents. Instead of simply reacting to issues as they come about, a municipality 311 service provider can be used as a planning tool. This allows cities to think and plan in whole new ways.
DATAMARK has been an outsourced contact center management solution provider for more than 20 years. We have experience in managing 311 services with offshore teams in our secure facilities. We can also manage a municipality's 311 services utilizing residents in the community and facilities inside the city. This way, jobs that were once managed by the city's human resources, can remain in the community and support families in the community. This can be one of the biggest concerns when it comes to 311 service outsourcing. Now it can become one of the greatest assets. DATAMARK has the process and technology to allow some 311 service providers to work from home. This reduces the overall cost to manage 311 services and gives members of the community more time to spend with their families.
Learn more about what DATAMARK does best. Connect with a 311 municipality phone support service provider expert today. Let us show you which of our core competencies will be of most value when it comes to serving your citizens with 311 services. Call us at 800.477.1944 and speak with a representative today or use the contact form below.
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.