This first quarter of fiscal year 2014 the 311 was involved with the handling mostly of calls from the Parent Information Center. The PIC was in a transitional move from Mulberry Street to School Street and had to handle School registration. The 311 Center answered 6, 169 calls having answered 76% of the calls within 30 seconds. From those calls 23% were transferred back to the Parent Information for more detailed information.
During the summer months 311 trained two students from Putnams BIM program. They will be returning in January of 2014 for 8 weeks of training and hands on call handling. We found this program to be truely benefitial for introducing students to the call center enviroment. Once they have left the 311 call center they can go out on an interview and say they have real life experience of working within a call center. 311 will continue to work with Putnam and the BIM program.
In addition the first preliminary bill went out to residents for real estate tax. This represented 12% or our volume in the month of July.
ACTUAL
|
Phone Statistics from July 2013 - Sept 2013
|
Goal
|
|
|
|
|
|
|
|
|
|
13,911 |
Calls Received |
|
|
|
|
|
13,141 |
Calls Answered |
|
|
|
|
|
|
|
|
|
|
|
|
|
4.9% |
Abandon |
Caller hung up prior to CSR answers |
<6% |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
0:01:30 |
Talk time |
(Length of time on the phone) |
|
|
|
|
|
|
|
|
|
|
|
:29 |
ASA |
How long to answer a call |
|
|
|
:30 seconds |
|
|
PCA ( Percentage of calls answered within 30 seconds)
|
|
80% |
|
|
|
|
|
80% |
|
|
|
|
|
|
|
|
Neighborhood service requests July-2013- September 2013
