DATAMARK Selected by City of El Paso to Operate 311 Call Center

November 3, 2015 DATAMARK

DATAMARK, a provider of business services including bilingual contact center services, recently assumed the staffing and management responsibilities of the City of El Paso’s 311 Customer Service Call Center.

In August, the city council 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 management duties of the call center on Oct. 1.

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

The 311 call center responds to general information requests from citizens, including questions about city services and programs, fees and facility hours of operation.

Operators also process service requests for city departments, including graffiti removal, street repair and code compliance.
City officials say the 311 call center saves taxpayer money and improves service by centralizing incoming calls to one location, eliminating the need for department staff to handle non-emergency calls. The 311 call center also helps significantly reduce the number of non-emergency calls handled by the city’s 911 Communications Center.

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