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311 Call Center Exceeds One Million Calls in a Fiscal Year

Abstract:

For the first time ever in a single fiscal year, the City of San Antonio 311 Call Center received more than one million phone calls. The center marked the milestone on the morning of September 28 two days prior to the end of FY 2004. The City began 311 in April 2000 and received more than 535,000 calls in its first year. Since then, calls to the center have increased annually by an average of 17 percent. Now, in only its fourth year, customer service representatives are answering the needs of San Antonio citizens at double the rate of the inaugural year.

 
 

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