311 Call Center Functionality
A 311 call center is a service generally implemented at the local government or county level as a means for the public to report, and have resolved, non-emergency calls for service.
While registering with your phone carrier and cell phone providers is a part of the process, another part is finding a tool for recording, routing, and managing the calls that come in.
QScend's QAlert Citizen Request Management (CRM) software is the perfect complement. In fact, QScend's QAlert CRM is the most powerful, cost-efficient software available to serve as the backbone of your municipality's 311 call center.
How a 311 Call Center with QAlert Works
Specially-trained operators field citizen calls and enter those calls in QScend's QAlert CRM using the product's specially-designed call center tab. QAlert automatically routes those inquiries to the correct departments, where staff members respond to citizens, entering their actions taken, and resolving the issue.
The scripts feature of QScend's QAlert CRM assists call takers in recording the exact information needed for quick resolution by a responder, while the knowledge base feature places collections of organizational information at the fingertips of your call takers for prompt emailing to callers or for the answering of questions.