Read the 2018 Annual Data Report!
ResultsNOLA
Data on City priorities and objectives
A high first call resolution rate indicates questions being asked are being answered appropriately by the customer service representatives which is associated with high levels of customer satisfaction. It is also a measure of how effectivly a call center works.
311: The City's call center for public information and service requests. First Call Resolution: Percent of 311 calls that are resolved without the need for a transfer. Call Closure/Resolution: properly addressing the customer's need the first time they call, thereby eliminating the need for the call to be transferred or answered by another department. Calls that require a customer callback, or are escalated to another source of support, do not qualify for first contact resolution.