Kalamazoo & You - 311 Service
Mike Smith sits down with Mimi Leake, the director of the City of Kalamazoo’s call center. They delve into the crucial role the center plays as a liaison between the public and city departments.
Mimi explains how the center efficiently handles non-emergency calls, ranging from inquiries about trash pickup to reports of storm damage, ensuring residents receive timely and accurate information.
The episode highlights the center’s commitment to transparency and customer service, emphasizing the importance of accurate call tracking and data collection. Viewers gain insight into the daily operations and challenges faced by the dedicated team of operators who manage thousands of calls annually, providing a vital communication link for the community.
00:00 Introduction
00:18 Introduction to Kalamazoo and You
00:31 Meet Mimi Leak, Director of Kalamazoo
00:46 Role of the City Call Center
01:03 History of the Call Center
02:00 Non-Emergency Call Handling
02:38 Types of Calls Received
03:34 Handling Storm-Related Inquiries
04:43 Who Calls the Center?
05:23 Call Volume and Staffing
06:29 Challenges Faced by Call Center Staff
08:23 Easy Access to City Services
09:19 After-Hours Support
09:42 Main Message to Residents
11:28 Conclusion and Closing Remarks
