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Brampton’s Contact Centre celebrates 10 years of customer service

Posted in Canada, Community

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Published on May 07, 2015 with No Comments

BRAMPTON, ON: The City of Brampton’s Contact Centre celebrated its 10th anniversary on May 5 with
an Open House attended by Mayor Linda Jeffrey, Councillors and City staff.
From a small after-hours-only call centre service managing a few thousand calls per month in 2005, the
Contact Centre today manages more than 400,000 customer interactions annually over the phone, via
email, online and in-person. Over the years, through partnerships with City departments, the Contact
Centre has grown and enhanced its services.
Here are some of the highlights:
 2005 – after hours call service launched
 2006 – interpretation available in more than 150 languages for customer service over the
telephone and in-person
 2007 – 24×7 service introduced
 2009 – City’s 311 Service launched in coordination with the Region of Peel
 2013 – 311 Service expanded online with a 311 Contact Us webpage and 311@brampton.ca
email address
 2014 – Service Brampton Centre opened in the City Hall Atrium
Service Brampton, launched in 2014, provides an integrated customer service experience through a
simplified, single point-of-contact access to City information, programs and services. As an integral
part of Service Brampton, the Contact Centre partners with all City departments to provide services
such as:
 overnight parking considerations
 parking ticket and other fine payments
 property tax inquiries
 requests for roads and parks maintenance
 animal control and by-law enforcement services
 Brampton Theatre Box Office information and ticket purchases
Brampton residents can access City services around the clock by calling 311, visiting
www.brampton.ca, or emailing 311@brampton.ca. The Service Brampton Centre in the City Hall Atrium
is open Monday to Friday, 8:30 am to 4:30 pm, excluding holidays.
In 2015, service innovations and self-service options such as a mobile app, an automated “call me
back” service and a www.brampton.ca online agent chat, will be introduced to further enhance access
to customer service for citizens.
2014 Contact Centre statistics at-a-glance:
 412,000 citizen inquiries received (in person, phone, email and online)
 72 per cent of calls answered within 30 seconds
 90 per cent of inquiries resolved at first contact
Quotes
“Congratulations to staff at the Contact Centre on their 10th anniversary. Brampton is a fast-growing
city that is home to people from diverse ethnic backgrounds. The City of Brampton Call Centre is the
front door of our community and services for many residents and plays a key role in providing the
information and help they need in a timely fashion.”
– Linda Jeffrey, Mayor
“For 10 years, our Contact Centre has been assisting Brampton residents and visitors. Over the years,
it has grown and new services have been added. We look forward to further improving the customer
service experience for our citizens by making the services more accessible and efficient.”
– Elaine Moore, Regional Councillor and Vice Chair, Service Brampton and Facility Services,
Community and Public Services Committee
About Brampton: The ninth-largest city in Canada, Brampton celebrates a diverse population that represents people from
209 distinct ethnic backgrounds who speak 89 different languages. Brampton residents and visitors have access to state-ofthe-
art recreation facilities and one of the fastest-growing transit systems in Canada. Opened in 2007, Brampton Civic Hospital
is part of the William Osler Health System, which is one of the largest community hospitals in Canada. For more information,
visit www.brampton.ca or follow @CityBrampton on Twitter.

MEDIA CONTACT
Megan Ball
Media Coordinator
City of Brampton
905.874.3654 | megan.ball@brampton.ca

 

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