City of Edmonton's 311 is #1
May 02, 2012
The City of Edmonton’s 311 call centre has been recognized as the #1 medium sized call centre in North America.
BenchmarkPortal ranked Edmonton 311 as the top call centre for efficiency and effectiveness when compared to call centres of the same size (101-250 agents). The organization, an international leader in the industry, rated call centres in the public and private sector in North America on measures such as call volumes, speed to answer calls and caller satisfaction.
“I think it’s great that the City’s 311 has been recognized as a call centre leader in North America,” said Councillor Don Iveson. “I believe that our 311 agents play an important role in how the City delivers services to citizens.”
311 opened in December 2008, offering citizens 24-hour telephone access to information and city services.
“311 handles over 160,000 calls each month and with each call we have the opportunity to provide service excellence,” said Rob Klatchuk, branch manager of Customer Information Services. “Our 311 agents work hard to provide citizens with great customer service and we’re thrilled to be recognized across North America for our efficiency and effectiveness.”
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