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5.1.2

Implement a consolidated Call Centre with a single phone number for the Region of Waterloo and explore the potential for a 311 inter-municipal call centre. 

greenstatus

Final update (September 2014)

The Service First Call Centre SFCC was launched in June 2014 and is available 24 hours per day 7 days per week.  A partnership with the City of Kitchener was established to co-locate our two call centres and to share Call Relationship Management software.

The SFCC currently handles on average 22,000 calls per month.  There are over 1,000 scripts to handle calls on a wide range of topics from Public Health, Waste, Roads, Social Services, Museums, International Airport, Social Housing and Licensing.

80 per cent of those calls are answered in 60 seconds.  Due to the large volume and complexity of calls handled by Grand River Transit (GRT), an additional year is being taken to transition responsibility for those calls into the SFCC.  This transfer is expected in early 2015.

In April, 2014 a point of service option was introduced where callers can provide feedback on their call experience.  To date 660 people have responded with 90% reporting satisfaction with their overall call experience.

Progress Update (September 2013)

In order to improve access to regional programs and services, the Region is in the process of developing and implementing the Service First Call Centre (SFCC) which will enable citizens to reach regional programs and services with a single phone number. There has been significant progress on the development and implementation of the Service First Call Centre (SFCC) to date. Key milestones are highlighted here:

  • A robust project management methodology and plan has been developed and implemented.
  • Staff teams and work groups to ensure appropriate levels of project oversight and implementation have been established.
  • A staff transition plan to identify the impacts on current staff in call handling roles has been developed and communicated.
  • A comprehensive internal communication and change management plan has been developed and is being delivered on an ongoing basis.
  • Customer Relationship Management Software (CRM) has been selected, acquired and implemented.
  • A partnership with the City of Kitchener has been established to co-locate our two call centres and to potentially share CRM software. Kichener will decide on CRM in Sept/13.
  • A process to document all current call types and processes and to identify changes to call handling with the implementation of the SFCC and document the knowledge required to handle those calls in the new environment has been developed and is being implemented on an ongoing basis.
  • Management and technical staff have been hired and Customer Service Representatives are being transferred into the SFCC for several key call centre positions: Administrator, SFCC, Supervisor, SFCC (one more to be hired) and SFCC Analyst. These staff are working long with the SFCC Project Manager and other Regional departments to complete the work required to establish the SFCC.

Four of six phases have launched to date in the SFCC. A brief pause of call transfers is taking place this fall to ensure that call types currently being handled are fine tuned and there is sufficient resources to get ready for the last two launches: one being Grand River Transit a large and complex area and the other being a wide variety of call areas with low volumes but significant work to document.

At this point in the project, the SFCC is on budget.

Progress Update (January 2013)

At this stage in the project there has been significant progress on the development of the SFCC and it is on time and on budget. There has also been work completed to explore the potential for a 311 inter-municipal call centre. 

Progress Indicators

  • Call centre is established.
  • 80% of calls are handled at the first point of contact.
  • 70% of calls answered within 30 seconds.

 

greenindicator   Strong progress achieved   2011-2014 Strategic Plan (PDF)
yellowindicator   Moderate progress achieved   2011-2014 Strategic Plan (RTF)
redindicator   Progress needed   2011-2014 Strategic Plan (Flash)