City of Ottawa 3-1-1 Contact Centre Site Tour
Thursday March 27, 2014 at 110 Laurier Avenue West
The City of Ottawa 311 Client Services Centre was the proud recipient of the 2013 ORCCA Contact Centre of the Year Award. This award honors the contact centre with less than 100 employees which has enhanced the image of the call contact centre profession by setting and achieving the highest standards of excellence for customers, employees and the community.
The City of Ottawa 311 Client Services Centre is tasked with answering citizen calls and emails for 180 services offered by 10 different City Departments. It is also responsible for overseeing the staffing and performance of 7 walk-in satellite Client service centres located throughout the City.
Join us and you will see firsthand how the centre manages an environment of increasing complexity and demands, and is accomplishing the following:
- Investment in new technology
- Improvements in quality assurance
- Enhanced First Call Resolution (FCR) rates
- Cross-training of 311 staff at all service locations
Come and discover how the City of Ottawa excels.
RSVP to firstname.lastname@example.org. Register early, space is limited.
If you do not receive a confirmation, please email your registration to email@example.com
Date: Thursday, March 27, 2013
Location: City Hall
110 Laurier Avenue West Ottawa, Ontario, K1P 1J1
Parking: Onsite public parking.
Time: 1:15 – 3:30 PM
Registration: Free to ORCCA members and $30.00 for non-members.
Thanks to ORCCA for the article.