Oftentimes small-to-medium sized municipalities want to offer the service and support of a 311 call center to their citizens without the hefty price tag of one. At Turnkey Solutions, we provide municipalities with an outsourced call center option that empowers them to handle citizen calls and service requests at a fraction of the cost.
Our live agents are knowledgeable in local government matters, sympathetic to municipal citizen concerns, and come fully equipped and trained to handle all inquiries and requests. There are four major call types that our agents will handle for you:
- Information Request: Our agents answer calls from citizens who seek general information about municipal services.
- Referral (Directory Assistance): A citizen requests a phone number and is given the needed number or transferred to the correct party.
- Service Request: A citizen reports an issue or requests a service, and the information is logged for resolution.
- Feedback: A citizen calls to submit comments, compliments, or complaints about municipal services.
Our team organizes call data into customized reports for you to gauge performance. The cadence of these reports can be weekly or monthly depending on your needs. Our call reports help our clients to not only be transparent with citizens but to also discover the areas of highest need and make data-based decisions for where to invest resources for citizen concerns. We track metrics such as:
- Number of Calls (Inbound, Answered, Missed, and Abandoned)
- Average Wait Time
- Average Talk Time
- Average Hold Time
Our agents are available during business hours and beyond to best accommodate municipalities and the needs of their citizens. We offer coverage in the 3 tiers described below:
- 24 Hours/7 Days: For municipalities who need around-the-clock support for their citizens, our team of skilled.
- 12 Hours/7 Days: When extended coverage for business days and weekends is needed, but 24/7 is not necessary, our 12/7 tier is the perfect option.
- 8 Hours/5 Days: Our 8/5 tier supplements smooth operations by providing an extra boost of agent support during typical municipal hours of operation.
How Does It Work?
Our call center agents can seamlessly integrate into your municipal call center, help desk, or call receiving operations, providing the support you need. To better understand how this integration works, please refer to the graphic below.
Step 1: Citizens and/or employees call into the municipality for information or service.
Step 2: One of our trained agents answer to fulfill an information, referral, service, or feedback request.
Step 3: When needed, our agents input citizen requests and data into your system and forward it to the right personnel.
Step 4: The right personnel receive the system data to fulfill the request and are able to input any data our agents need to see.