311 Contact Center Services

We aim for fast, first-contact resolution of citizens’ requests.

  • When Disaster Strikes: Why 311 Contact Centers Need a Business Continuity Plan

    When Disaster Strikes: Why 311 Contact Centers Need a Business Continuity Plan

    When disaster strikes, it is imperative for 311 services to continue operations. Having a business continuity plan ensures that residents continue to have access to information and services.

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  • A Seamless Transition

    A Seamless Transition

    This case study highlights the success of our recent outsourcing transition of the City of El Paso, Texas' 311 Call Center. We took over staffing and management of the non-emergency call center within

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  • DATAMARK 311 Contact Center Services2:21

    DATAMARK 311 Contact Center Services

    Since 2015, DATAMARK has been providing 311 contact center services for the city of El Paso, handling their non-emergency calls. Through this partnership, DATAMARK is able to combine industry experti

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  • The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities

    The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities

    After 20 Years of 311—Where Are We Today?

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  • Press Release: El Paso 311 Call Center Finds New Home.

    Press Release: El Paso 311 Call Center Finds New Home.

    DATAMARK Inc., a global provider of Business Process Servicing (BPS) and contact center services, has moved its 311 operations into a new facility located in the Northeast side of the city of El Paso.

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  • 311 Maturity Model

    311 Maturity Model

    To help cities determine where their 311 program stands, DATAMARK has developed a four-level 311 Maturity Model to describe the typical growth path of 311.

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  • Press Release: El Pasoans Dial 311 to Find Ways to Help Hurricane Harvey Victims

    Press Release: El Pasoans Dial 311 to Find Ways to Help Hurricane Harvey Victims

    City’s 311 non-emergency call center fields hundreds of calls from residents interested in donating to or volunteering with relief organizations.

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  • 311 Programs Improve Service to Citizens, But Cost is an Issue

    311 Programs Improve Service to Citizens, But Cost is an Issue

    Outsourcing helps cities control rising 311 costs. Thanks to innovative uses of mobile apps, social media and online self-help channels, cities of all sizes are enjoying success with 311...

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  • Cities Find Big Value in 311 Apps

    Cities Find Big Value in 311 Apps

    Residents resolve non-emergency issues at the touch of a button Across the U.S., cities of all sizes have adopted 311 mobile apps as part of their 311 non-emergency hotline programs, typically...

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  • Cities Respond to Demand for Bilingual 311 Services

    Cities Respond to Demand for Bilingual 311 Services

    As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving citizens who primarily speak Spanish. According to the United States...

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  • After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    311 Programs Incorporate Multichannel Customer Contact Centers, Web Portals and Mobile Apps Back in the day, when you needed the city to come fix the pothole on your street or clean up some...

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