3-1-1 RANKS IN TOP 100 AMONG SMALL CALL CENTERS
City of Fort Wayne service center a leader in U.S. and Canada
Fort Wayne, Ind. – From more than 200 applicants the City of Fort Wayne's, 3-1-1 Call Center is being honored as one of the Top 100 Small Call Centers in the United States and Canada. The small call center category includes centers staffed by less than 100 employees. Known as Fort Wayne's One Call to City Hall, 311 has six full time call takers, two temporary employees, and is lead by Manager Julie Sanchez.
The honor is given by BenchmarkPortal, an international organization that is recognized as a leader in call center expertise, certification and training, research and tracking of the industry's best practices. Benchmark is the world's largest call center metrics database.
Benchmark officials say they are particularly impressed with Fort Wayne's 311 Center's efficiency in handling a high volume of calls and a low employee turnover. 311 logs an average of 600 calls per day and more than 1,000 calls per day during peak times.
Benchmark ranked call centers based on surveys distributed to its database of more than 1,000 public and private call centers in North America. Call centers were ranked in the following categories: small, for centers with between five and 100 employees; medium, for centers with between 101 and 249 employees and large, for centers with 250 or more employees.
The City of Fort Wayne 3-1-1 Call Center is the main service center for answering general information questions about city programs, policies, activities and attractions. 311 call takers also receive and record phone or e-mail requests from citizens and ensure that they are addressed or referred to the appropriate department for resolution.
Since Mayor Henry took office, 311 has grown from servicing six city departments to 19. The center is open from 7:30 a.m. to 5:30 p.m. The 19 departments are Property Management, Purchasing, Neighborhood Code, Street Department, Street Lighting, Sign Shop, Solid Waste, Right of Way, Filtration Plant, Sewer Maintenance, Stormwater Maintenance, Sewer Plant, Water Maintenance, Parking Control, Parks-trees, Fire Administration, Fire Prevention, Animal Care & Control (partially), Board of Works (in process).
###