The CharMeck 311 Contact Center provides one-stop customer service to the citizens of Charlotte and Mecklenburg County.  And for those who love “big data,” the Center provides a treasure trove of wealth. Daily performance metrics and data mining results are disseminated to the entire staff at the Center and are a major component of the organization’s strategy to show how each individual’s performance contributes to the success of the team.

The CharMeck 311 Leadership team adopted a goal and a core responsibility to find ways to enhance services to the community and increase accessibility in 2005. In 2011, efforts were refocused on primary drivers for these efforts; reduce expenditures, particularly overtime, increase agent productivity, accelerate cross-training efforts and ultimately further enhance the level of service delivery to citizens and partners.  During the CharMeck 311 field demonstration, you’ll learn how the Center’s entire staff, working together, was able to reduce non-productive time and the gain of 23,000 hours over two years.  At the same time, the Center facilitated improvements in customer service by decreased hold time, improved speed of answer, minimized transfers, and increased agent availability. Vacant positions and reduced overtime produced $3 million for the fiscal year just ending.

To learn more, register for the CharMeck 311 Field Demonstration on Tuesday, September 16, 12:45-4:00 pm.