French callers face the longest 311 waits

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This article was published 09/01/2010 (5740 days ago), so information in it may no longer be current.

WINNIPEG – Calling 311 may not be a problem, but calling trois-un-un could translate into a long wait on hold.

Documents released by the city show about 20 per cent of callers to the city’s centralized information line hang up before they get a live person.  The average caller waits 90 seconds before receiving service, though many get help right away.

But some callers have stayed on the line much longer, and those tend to be people asking for service in French.

The wait-time stats cover more than a million phone calls made in the first seven months of the service, which was introduced in January.

Two callers requesting service in French waited almost 40 minutes for help, with one caller staying on the line for 39 minutes and 34 seconds, the longest of the seven-month time period between 311’s inception and August 16, 2009.

The other caller didn’t fare much better, holding for a total of 38 minutes and 50 seconds. The long wait-times were for registration for recreation programs in the quarterly Leisure Guide. Those interested in programs like swimming and skating can register online, but need to call 311 to get a Winnipeg user ID and PIN number.

David Laird, the city’s manager of human resource planning and services, says there are 20 employees at 311 that are certified as bilingual call takers. That’s about 20 per cent of the workforce.

“As every shift is staffed differently based on business needs, we always ensure that there are employees available that speak French,” said Laird. “For example, our overnight shift might only have one bilingual call taker, yet in the daytime we may have seven scheduled during the day and four in the evening.”

Luc Lavack is one of those French-speaking operators, and has worked at 311 since its inception in January, and says “on any given day I take about 10 French calls.”

Josèe Paquin uses the French service at 311 and has yet to have an issue.

“I called to find out about what garbage day it was for my area,” she said. “I’ve actually called about three times, and Luc, Marc, and Louis have all been very friendly.”

The city is working on a deal with a local organization to provide 24 hour interpretation services, said 311 call centre manager Melanie Swenarchuk.

“Our staff are very diverse and do represent most communities within Winnipeg, including the Aboriginal communities,” she said.

“The problem comes with having a 24-hour environment, to ensure that staff speaking all languages are actually available and on site.”

The caller on hold the longest was trying to register for a program in the Leisure Guide. The winter Leisure Guide came out Nov. 30 and Winnipeggers were able to register online, in person, or by calling 311 starting December 14. Registering online can be one way to reduce line-ups and time wasted on hold if you know your way around the system. But be sure to have a City of Winnipeg log in ID and PIN number handy – not having one means waiting at the back of the 311 line.

In Winnipeg, the average caller stays on the line for a minute and 44 seconds — but many callers don’t have to wait at all.