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  • Austin 3-1-1 Contact Center Tour

Austin 3-1-1 Contact Center Tour

  • 13 Sep 2007
  • 1520 Rutherford Lane, Building 4, Austin, TX 78754

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On August 15, Austin City officials expanded the Austin 3-1-1 Information Center to provide easier access for the public to city services and information 24-hours a day, seven days a week. The expansion allows the public to call a single phone number to request a rand of services from animal control to code compliance; street repairs to debris in roadways.

Now, take a first hand look inside the recently expanded contact centers and understand how Austin 3-1-1 operates from hiring to training; technology to security. 

 

  • Explore their extensive and effective training methods
  • Discover new operation procedure to improve your own
  • Research and compare your contact center with another in the industry
  • Create strategies for future planning and development

The Austin 3-1-1 tour will offer an in-depth look into the future of Austin’s contact center industry and what sets them apart from many others.

Austin 3-1-1 Facts and Figures

  • Austin 3-1-1 currently takes on average 100,000 calls monthly.
  • Number of Calls: 97,027; Number of Service Requests: 25,170 (July 2007)
  • Number of Call Representatives: 113. The Information Center is currently fully staffed.
  • The Austin 3-1-1 facility is 23,000 sq feet, providing the ability to staff up to 80 Call Representatives.
  • Call representatives attend a six-week training course which includes presentations from City departments and field trips to City facilities. All Call Representatives receive monthly refresher training and are required to complete weekly quizzes.

Please visit http://www.ci.austin.tx.us/311/index.cfm for more information on Austin 3-1-1 Information Center.  

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