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onboard computers on our collection vehicles. The study includes a calculation of the set - <br />out rate, or the average number of households that set out recycling in any given week, <br />and the participation rate, which is the number of unique households that participated at <br />least once during the course of the six week study. <br />Our annual composition study includes a calculation of the city's current contamination <br />rate. We hold all the recycling for one week and run it through our MRF separately from <br />other material. We weigh all the different categories that we sorted the recycling into, <br />including contamination. During this composition study we also take note of common <br />contamination issues to aid our future education regarding what can and cannot be put in <br />a cart for recycling. <br />Customer Service and Other Communitv Relations Services <br />Describe your call center plans. At a minimum, describe: <br />♦ Location of the call center: <br />Our call center is based in Northeast Minneapolis along with the rest of the organization <br />(located at 2828 Kennedy St NE, Minneapolis), which allows our customer service and <br />collections team members to work closely together to provide the best service possible in <br />the communities we serve. Our local customer service team has a total of 8 people who <br />rotate shifts for taking live calls and responding to customers' voicemails, emails, and <br />inquiries through our app. Currently, some of our customer service staff are working <br />from home due to the pandemic. All of these staff live in the Twin Cities metro area. <br />♦ Hours of live call center operations: <br />We answer our customer service hotline from 8am-5pm, Monday -Friday, and any <br />voicemails received outside of our regular business hours will get a response on the <br />following business day. We also actively monitor our customer service email account and <br />inquiries from residents through our customer service app. The app is available on our <br />website and by free mobile download and provides residents with reminders about their <br />collection day, the ability to look up specific items and see if they can be recycled, and an <br />additional way to contact us about issues. <br />We currently take an average of 2,200 calls per month. <br />♦ Average call center response times (time from arrival of call to "live" Customer <br />Service employee contact with caller): <br />Our current average wait time for all calls on our customer service hotline is 21 seconds. <br />Our customer service team prioritizes answering all live calls as promptly as possible <br />while also providing excellent customer service to each caller from the communities we <br />serve. We also maintain enough staffing to be able to dedicate more resources to <br />answering calls during times of higher than average call volume, such as the beginning of <br />new contracts, inclement weather, weeks with holiday collection delays, etc. <br />♦ Methods to support your customer service representatives to train them on <br />Roseville -specific service elements and Contract standards: <br />RFP for City of Roseville Recycling Services • D-24 <br />