311 Consulting Services

The strategy provides the blueprint for 311 call center planning and decision-making enabling organizations to translate strategic objectives into operational realities. Defining the customer experience strategy by customer segment drives the call center’s channel and delivery strategies and enables process and technology innovation.

Assess Current Operations Environment 

• Document “Gap Analysis
• Prepare Report Operations Improvement Recommendations
• Research Contact Center Benchmarking

Design & Launch A Contact Center

• Creating a Government Contact Center from Scratch
• Benchmarking & Optimizing Existing Government Operations

A holistic approach leveraging proven technology, flexible staffing solutions, and innovative processes to deliver highly optimized operations.

Customer Complaint Management & Recovery Program

• Customer Data Capture
• Customer Data Manage
• Customer Data Analyze
• Report Results Distributed
• Complaints Monitor for Continuous Improvement

 Optimize New and Existing Processes

• Compile and Review Current Contact Center Business Processes
• Conduct Contact Center Business Process from Scratch
• Identify and Create Digital Transformation Strategy

We are vendor-independent and have no formal alliance with hardware, software, or ASP/SAAS providers. We have no proprietary software solutions to promote as part of our 311 consulting services.

Whether acquiring and implementing new tools, upgrading existing tools, or improving tool utilization through process optimization, our consultants understand the operational benefits attainable through call center technologies and have the expertise to guide you through the process.

• Business Operations Partner/Advocate/Liaison during 311 or enterprise technology tmplementation
• Develop CX Scripts, Templates, and Internal Documentation of Contact Center Operations in Preparation for Implementation 

WORKFORCE MANAGEMENT (WFM) SOLUTIONS

• Our workforce management consulting solutions provide assistance in areas such as WFM tool requirements, selection, and implementation, process review, and optimization.

• Best practice 311 contact center operations focus on creating front-line leaders capable of communicating performance objectives, identifying performance gaps, analyzing the root cause of performance failures, and developing coaching plans that elevate performance.

• Coaching, Quality, Workforce Management, Change Management, Reporting, Self-Service, Contact Routing, Omni Channel, Customer Experience, Employee Engagement, and Business Continuity.

• We work with 311 leaders in developing greater alliances through collaboration with business and civic leaders, to create innovative strategies and programs that lead to lasting impacts in the community they serve.

• Let’s develop creative 311 Community Engagement programs like 311 Neighborhood Liaisons, 311 Citizens Academy, etc. also helps to build 311 community advocates and can help deflect unnecessary calls to the contact center operations.

• It’s easy to think that providing exceptional customer service isn’t important when working in government, but that’s rapidly changing. More and more, cities, states, and governmental agencies understand the benefits of providing customer experience training for 311 front employees and city department staff.