2022-054 Customer Service Call VolumesAugust 19, 2022 Report No. 2022-054
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Customer Service Contact Volume Update
BACKGROUND:
Customer Service continues to see steady increases in call and email volumes while in-person
contacts continue to decrease. Staff has also observed a 42% increase in self-service payments as
well as the adoption of other self-service tools available.
Contact Type FY 2018-19 FY 2021-22 Percent Change
Call 193,656 258,420 33%
In-Person 52,330 29,629 -43%
Email 8,820 25,200 186%
Prior to the increase, Customer Service received approximately 194,000 calls per year. For the
current fiscal year, Customer Service is expected to receive more than 258,000 calls representing
a 33% increase in call volume over 3 years. Email request volumes have grown from
approximately 35 per day to 100 per day. In-person transactions have continued to decrease over
the last 6-7 years and have decreased almost 44% from October 2019 to current. Customer Service
Representatives are responsible for calls, emails, and in-person contacts.
As volumes increase and more simple customer needs are managed through self-service channels,
the complexity of the contacts is greater and requires more staff time to resolve. The result is
greater than desired wait times in all contact methods.
DISCUSSION:
The new school year drives the late summer peak in Customer Service demands due to an influx
of move requests. This year, those peak months coincide with increased volumes of calls
attributable to excessive heat which prevented service interruptions for over a month has subsided.
High call loads with the added volumes noted above, at times, exceed maximum phone system
capacity. The result is much greater than normal hold times and the occasional inability to connect
a call. Staff has been working closely with Technology Services to address the phone needs and
troubleshoot challenges.
Staff is diligently answering calls and providing customers with our highest possible level of
service. Customer Service is also taking measures to continue addressing growing volumes
through staffing adjustments and implementing new self-service tools.
August 19, 2022 Report No. 2022-054
In the current budget year, Customer Service was authorized 4 additional employees as part of the
311/CRM project preparations. This staff has been hired and is currently training to ensure they
are proficient in existing operations and will ensure Customer Service can address calls more
quickly. Additionally, Customer Service and Denton Municipal Electric are actively engaged in
plans for staff cross-training to provide additional call relief.
Development of self-service tools focuses on frequent requests that typically require the collection
of information and communication expectations, both of which can easily be accomplished without
the aid of a call representative. Moving more of these types of requests to 24-hour-a-day access
improves efficiency and frees representatives to assist other callers with more complex issues.
Since December 2021, the following self-service tools have been released for customer use and
additional self-service forms are currently in development.
- Fire Hydrant Meter Service Contract (December 2021):
- Leak Adjustment Application Form (March 2022)
- Residential Solid Waste Service Request (June 2022)
- Commercial Service Application (COMING: August 2022)
- Request to Terminate or Transfer Services (COMING: August 2022)
CONCLUSION:
Customer Service recommends the utilization of self-service tools to receive the fastest service.
However, Customers are always welcome to contact Customer Service at 940-349-8700 or
customer.service@cityofdenton.com with questions. Customers should be aware that while calls
will be answered, an extended wait time may be present. To ensure a customer does not lose their
place in the queue, they should stay on the line until the call is answered.
STAFF CONTACT:
Christa Foster
Customer Service Manager
Christa.Foster@cityofdenton.com
(940) 349-7412
REQUESTOR:
Staff Initiated
STAFF TIME TO COMPLETE REPORT:
2 Hours