Case Study: 311 Center reduces training time and improves quality with ProcedureFlow

311 Center Leverages ProcedureFlow to Reduce Training Time and Improve Quality

311 Center, a modern citizen contact center handling everything from garbage pickup and building permits to parking tickets and animal control, was struggling with the complexity of training agents across many frequently changing topics. Its six-week training program was costly and slow, and agents often left before becoming fully proficient, making it difficult to retain expertise and maintain consistent service levels. ProcedureFlow was introduced to help streamline this challenge.

Using ProcedureFlow, 311 Center cut training time from 6 weeks to 4 weeks immediately after implementation, a 33% reduction. The center also saw improved quality scores, fewer errors and support calls, faster time to proficiency, and better response times for citizens. ProcedureFlow helped agents follow step-by-step procedures more consistently, and 311 Center reported immediate improvements in daily use and overall performance.

311 Center