Most Major For Profit Corporations Are Getting Rid Of Their Call Centers

Why is the City Of Toronto bucking the trend? We know what the capital cost will be but what is the annual operating cost? Will there be an increase in union hires? Personally I think this 3-1-1 operation is just a bone Miller is tossing to his union buddies.

Consolidated call centre right on schedule
3-1-1 will be a one-stop phone call for information on city services or complaints
By SUE-ANN LEVY

When Colleen Bell says it takes a team of "obsessive compulsive personalities" to put in Toronto City Hall's 3-1-1 customer call-in information system, I tend to believe her.

"We're really results-oriented and excellence driven ... we're change agents," said the city's 3-1-1 project director of her team of 33. "It happens in every jurisdiction."

It was certainly hard to keep up with Bell last week as she rhymed off a dizzying array of details on the project, which will provide a "one-stop shopping number" for callers seeking information on city services or lodging complaints.

I'd asked for a status report because although billed as one of Mayor David Miller's priorities, the project seems to have become lost in the two-step between his "One Cent Now" (GST grab) campaign and all the city's hot air on climate change.

Bell assures me they're on track. They've spent 34.8% of the $26.9 million project budget to date -- pared down in 2005 from a whopping $68 million -- and they plan to be up and running by the summer of 2008.

The construction to convert the Metro Hall council chamber into the call centre -- manned 24-7 by a live staff of 100 (there will be no voicemail with 3-1-1) -- is "well underway" and they expect the centre to be ready by August.

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