Evaluating the Quality of Service Levels in the 311 Call Centre
The 311 call centre is a vital component of any city's infrastructure. It is the primary point of contact for citizens to report non-emergency issues, such as potholes, graffiti, and broken streetlights. As such, it is essential that the quality of service levels in the 311 call centre is evaluated regularly to ensure that citizens receive the best possible service.There are several key performance indicators (KPIs) that can be used to evaluate the quality of service levels in the 311 call centre. These KPIs include:1. Call Answering Time: This KPI