City’s 311 Call Center earns top 50 ranking from BenchmarkPortal

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News release from the City of Fort Wayne:

City’s 311 Call Center earns top 50 ranking from BenchmarkPortal

(April 28, 2014) – The City of Fort Wayne’s 311 Call Center has received another national award as one of the top 50 small call centers in the United States and Canada in 2014, according to BenchmarkPortal.

This marks the third consecutive year that Fort Wayne’s call center has ranked in the Top 100 Small Call Center category, which includes private and municipal centers staffed by less than 100 employees.

“This is a tremendous honor as we continue our commitment to meeting the needs of citizens and businesses,” said Mayor Tom Henry. “I appreciate the hard work displayed by Julie Sanchez as the leader of the City’s Citizen Services Department. She and her team are making a meaningful difference in our community. To be recognized as a national leader in call center effectiveness is a great accomplishment.”

The City launched its 311 program in 2007 to make government more accessible. Since then, services provided by 311 have continued to expand as the department currently assists 22 City departments. In 2013, the call center handled over 170,000 calls.

The 311 service is part of an ongoing effort to make City government easier to access and more responsive to the needs of citizens, businesses and visitors. Through Citizen Services the City engages with the public to make improvements, measure departmental service performance, and through the use of innovation, collect community voice, which empowers citizens to help drive change.

BenchmarkPortal is an international organization recognized as a leader in call center expertise, certification and training, research and tracking of the industry’s best practices. Benchmark ranked call centers based on surveys distributed to its database of more than 1,000 public and private call centers in North America.

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