De La Rosa asks about text messaging, automation, vacancies, and salary
Morrisroe says texts are handled manually by call center representatives, automation has been explored but current Q&A works well, there are 53 CCR vacancies, and starting salary is $40,600.
Text messages, same answer, sort of.
I appreciate that question because I can give a little bit more context on that one.
The text message is...
are handled by the same call center representatives that handle calls.
So that's part of the broader call center representative group.
Okay.
And then is that process, the text messaging process, automated or are people manually replying to text messages?
Thank you for that question.
They are manually replying.
When someone texts 311, which you can do by texting 311-692, 311-NYC, that request is going to be served by a person, by someone who works at 311, a call center representative.
Is there a plan to automate the process?
We have looked at different plans that would automate that, ideally for something that would serve the customer better.
For now, though, the Q&A, as we call it, serves very well for customers.
We get very good quality scores, customer satisfaction scores in that area.
And there is that element of kind of back and forth questions.
So the customer knows that they're dealing with a representative as opposed to perhaps an automated assistant.
Okay.
And how many vacancies are there at 311 right now?
Currently, as of this week, there are 53 vacancies in the call center representative position.