What was the pattern of calls to the City during the rainstorm? Did staff of the 3-1-1 Contact Centre notice a sustained increase in call volume, and how did staff respond?
Call volume to the 3-1-1 Contact Centre was 25 per cent higher than a normal Friday-Saturday volume. Peak period occurred between 5 p.m. Friday and 1 a.m. Saturday, with most calls occurring between 6 and 7 p.m. Calls during the peak period were 277% higher than the same time period for a comparative weekend. Given the increased call volumes, 3-1-1 responded by increasing staff by two, including a supervisor. In addition, two agents remained past the end of their shift to help support the operation.
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