The Metro Schools Customer Service Center is open and ready to help you
Walk through the door of Metro Schools’ central office and you won’t see a grid of cubicles manned by bureaucrats. You see a warm and smiling face working at a desk that says “Welcome” in 13 languages.
Call the main phone number at central office (259-4636) and you don’t get endless menus that may (eventually) lead to an off-site operator. You get an actual human being on the phone, usually within 30 seconds, who knows exactly how to answer your question and help you out.
And they’re good at what they do. Just look at these numbers for the 2013-14 school year:
- 109,044 phone calls answered
- 80.7% were answered by a customer service representative within 30 seconds
- 13,646 in person visits to the Customer Service Center on Bransford Avenue
- 2,952 emails sent to firstname.lastname@example.org
- 16 employees – 11 permanent and 4-5 temporary during high-volume periods like the first day of school
Put another way: with just 11 permanent employees and a few temps, the CSC handled more than 125,000 customer interactions in one year.
This is something you don’t often see in public school districts. It’s a corporate-level call center and Customer Service Center (CSC) staffed by trained representatives who have a library of information at their fingertips. Calls are catalogued, numbered and followed up on.
Set up with the help of outside customer care experts, the Metro Schools Customer Service Center is the first stop for any parent, student or community member who has a question about anything school related.
It’s such a success that other districts want to know our secret. District leaders from Memphis, Atlanta and other major cities visited last school year looking to model our system.
So what is the secret? There are simple ones, like making sure our representatives are well-trained in working with customers and have the information they need to answer questions. Then there are more complicated pieces like software and data.
Every call, email and personal interaction in the CSC is logged and tracked in our system. If it’s a question that can’t be answered right away or a complaint that needs further attention, it’s followed up on – 100% of them.
If you come through the CSC, it’s impossible for your question or issue to fall through the cracks.
That data is handy in improving operations of the CSC and also in preventing calls in the first place. If we know what hot topics or questions are on everyone’s minds, we can take steps to improve our communications outreach to answer your questions before they’re asked. You help shape what we do.
How did those interactions breakdown last year?
No question is too big and no concern is too delicate. CSC reps have been through deep training in working with families on every kind of issue. While they may sometimes refer you to someone else – whether that is your principal or a subject matter expert – they are always available to speak with and help you.
When you have questions, concerns or complaints, call the Customer Service Center.
- Late bus? They have transportation staff in the room who can locate it.
- Need to know how to apply for a magnet school? They can walk you through step by step.
- Unhappy about something? They can lend a sympathetic ear and help you resolve it.
To get ready for the new school year, add the phone number to your contacts and feel free to drop in. They can always help.