City’s 311 Call Center named among 25 best call centers in the country


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News release from the City of Fort Wayne:

City’s 311 Call Center named among 25 best call centers in the country

(April 21, 2015) – The City of Fort Wayne’s 311 Call Center has been named a top 25 small call center in the United States and Canada for 2015.

This marks the fourth consecutive year that Fort Wayne’s Citizen Services Department’s call center has ranked in the Top 100 Small Call Center category by Benchmark Portal. The award includes private and municipal centers staffed by less than 100 employees.

“I continue to be impressed with the excellent customer service being provided by our call center team,” said Mayor Tom Henry. “The public is using our 311 service and it shows. We have a dedicated staff committed to meeting the needs of our community. We’re honored to be recognized as one of the best departments in the entire country.”

“We are very excited to be ranked among the top 25 small call centers in U.S. and Canada. The 311 Call Center remains committed to ensuring that each citizen encounter is positive and productive. This award symbolizes our staff’s great dedication to serving our citizens with a spirit of excellence on a daily basis, said Julie Sanchez, director, Citizen Services Department, City of Fort Wayne.”

The City launched its 311 program in 2007 to make government more accessible. Since then, services provided by 311 have continued to expand as Citizen Services currently assists 22 City departments. In 2014, the call center handled nearly 200,000 calls, a record year for the department.

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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