Average Handling Time Other _____________________ Do the service departments/agencies your contact center supports have established and communicated performance metrics for those services? (e.g. 3 days to fix a pot hole) ___Yes ___No What method do you use to measure customer satisfaction and to obtain customer feedback? How do you monitor call agent performance, including quality and accuracy? Please list the ways your contact center and your city/county uses performance results and how you communicate those results to citizens. Please list the strategies you are using to optimize contact center performance and address budget constraints. If you are moving to a new CRM system (or have moved to a new system), what system did you select? With services improving, have you experienced a decline in your call volume? If you answered yes above, what else can 3-1-1 call centers do to enhance community outreach? What innovative ideas do you have? Have you utilized or implemented any alternative staffing methods for your call center? If so, please explain. Does your area have other language needs besides English? Are you hiring bilingual call takers?
Average Handling Time Other _____________________ Do the service departments/agencies your contact center supports have established and communicated performance metrics for those services? (e.g. 3 days to fix a pot hole) ___Yes ___No What method do you use to measure customer satisfaction and to obtain customer feedback? How do you monitor call agent performance, including quality and accuracy? Please list the ways your contact center and your city/county uses performance results and how you communicate those results to citizens. Please list the strategies you are using to optimize contact center performance and address budget constraints. If you are moving to a new CRM system (or have moved to a new system), what system did you select? With services improving, have you experienced a decline in your call volume? If you answered yes above, what else can 3-1-1 call centers do to enhance community outreach? What innovative ideas do you have? Have you utilized or implemented any alternative staffing methods for your call center? If so, please explain. Does your area have other language needs besides English? Are you hiring bilingual call takers?
PTI_CEC_App_2018_1030.docx