Callers 'love' 211 helpline
News - December 7, 2011 Edition
SOUTH DUNDAS —
Media Release - Nov 23, 2011
SD&G – 211, the information helpline for Ontario’s community and social services, won a coveted award for highest customer satisfaction from SQM Group.
With a 92% satisfaction level, 211 achieved the highest ranking for any call centre in the government industry. SQM benchmarks over 450 leading North American call centres.
“This award represents good news for 211 and our callers,” said Bill Morris, Executive Director, Ontario 211 Services Corporation.
“We’re proud to have been able to maintain our high standards of quality even as we expanded the reach of 211 province-wide. And, we are very pleased 211 was able to help so many callers address their needs with one call.”
211 is currently available to 94% of Ontarians. The goal of reaching all Ontario residents will be met in the coming weeks through launches in Cochrane, Temiskaming, Nipissing, Sudbury, Lambton, Elgin, Prescott and Russell.
“211 represents an exceptional partnership by Ontario’s United Ways, municipalities, community data contributors, the Government of Ontario and Canada to work together,” said Morris.
“Recently an agency in London secretly tested 211 on behalf of the London Free Press. I really can’t say it better than to quote the editorial headline, “In helping the public, 211 service hits a home run.”
By connecting callers with the right community and social services, 211 prevents problems from spiralling into a crisis. 211’s information and referral specialists answered more than 560,000 calls in 2010.
They have access to information on more than 56,000 agencies, programs and services across Ontario. 211’s free, anonymous and confidential helpline is available 24 hours a day, every day of the year, and is available in more than 150 languages.
In the five months that 211 has launched in SD&G and Cornwall the service has received just over 700 calls says Karen Turchetto, executive director of United Way of S.D. & G.
Ontario 211 Services Corporation is a non-profit supported by the Province of Ontario, individual municipalities, local Ontario United Ways, the Ontario Trillium Foundation and Citizenship and Immigration Canada. Dial 211 or search www.211ontario.ca to find the right community and social services.
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