311 saw a decrease in call volume by 14% in the second quarter compared to last year. This is related to a letter that was sent last year regarding senior discounts and the termination of trash service for commercial and homes with 4 or more families occurred during this same time.
We did see an increase in volume in the month of December due to the change of registration policy. Registration for the pre-kindergarten and middle school generally occurred in Spring time however, all school grades were open to balloting or registration.
Two CSR's joined the staff of the 311. Lisa Hall who comes with 4 years of call center customer service experience. And Bill O'Brien a former employee working in Libraries. He also had prior experience working for Sports Authority working in the capacity of Customer Service Manager.
ACTUAL
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Phone Statistics from Oct 2013 - Dec 2013
|
Goal
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31,809 |
Calls Received |
|
|
|
|
|
29,555 |
Calls Answered |
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|
|
|
|
|
|
|
|
|
|
|
5.7% |
Abandon |
Caller hung up prior to CSR answers |
<6% |
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|
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|
|
|
|
|
|
|
|
|
|
|
|
|
0:01:30 |
Talk time |
(Length of time on the phone) |
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|
|
|
|
|
|
|
|
:34 |
ASA |
How long to answer a call |
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|
|
:30 seconds |
|
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PCA ( Percentage of calls answered within 30 seconds)
|
|
79% |
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|
|
|
80% |
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Neighborhood service requests July-2013- December 2013
