call center operator Archives — LIRNEasia

An interesting article appearing in the New York Times’ documents the life of a 311 call center operator in New York City. 311 is the city’s online website and phone number which can be used by anyone for obtaining government information and non-emergency services. Last week, the service celebrated its 100 millionth call since its inception in 2003. Each operator takes an average of 90 calls a day and costs $46 million a year to run. As she humourously notes: I had my moments of doubt: should government, for example, really be in the business of telling people when museums are open?