City of El Paso, Texas Selects DATAMARK to Staff and Manage 311 Customer Service Call Center

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Operators will handle citizens’ non-emergency calls to the city in English and Spanish

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DATAMARK, Inc., a leading provider of business process solutions including bilingual (English/Spanish) contact center services, has been selected by the City of El Paso to staff and manage the city’s 311 Customer Service Call Center.

The call center, located in the City of El Paso’s downtown facilities and staffed by approximately 34 agents, handles calls in English and Spanish placed to the city’s 311 non-emergency phone number. The call center receives approximately 40,000 calls a month.

Examples of calls handled by the center include:

  • General information requests: Frequently asked questions about city services, programs, facility hours of operation or fees.
  • Service requests: Requests for city services, such as graffiti removal, street repair, and code compliance, which may require scheduling and dispatch of departmental staff or work crews.
  • Directory assistance/referrals: Calls for individuals, departments and facilities, seeking phone numbers and addresses.

The 311 call center has been in operation since 2011. After a competitive bidding process, the City Council in August awarded DATAMARK a three-year, $4.5 million contract to staff and manage the call center, with an option to extend the award for up to three additional terms of one year at $1.5 million per year. DATAMARK, which is headquartered in El Paso, assumed staffing and management responsibilities for the call center on Oct. 1.

“As an El Paso-based company, we’re very pleased to have been selected to serve residents of the city through the 311 Customer Service Call Center,” said DATAMARK President Bill Randag. “The call center is a critical hub of information that connects residents with city government, and we are dedicated to providing outstanding service to the El Paso community.”

City officials say the 311 center saves money and improves service to citizens by centralizing incoming calls to one location, reducing the need for department staff to handle non-emergency calls.

Additionally, the center offers case tracking and follow-up to ensure citizens’ complaints or requests are acted upon. Another cost-saving benefit is the reduction in the number of non-emergency calls handled by the 911 Communications Center.

About DATAMARK

Celebrating its 25th year in business in 2015, DATAMARK, Inc. is a leading business process outsourcing company specializing in high-volume digital mailroom management, document processing/document management, bilingual (English/Spanish) contact centers and process improvement consulting for Fortune 500 companies and other large enterprises.

Headquartered in El Paso, Texas, DATAMARK employs nearly 2,200 people in its U.S., Mexico and India facilities. For more information, visit http://www.datamark.net. Follow industry news and trends on our blogs, Outsourcing Insights at http://www.datamark.net/blog and Call Center Insights at http://www.datamark.net/call-centers/blog.

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David Peregrino
DATAMARK, Inc.
+1 (915) 242-6299
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