QUESTION
How can callers skip preliminary messages and reach a live operator when calling 311?
1:32:07
·
59 sec
Council Member Robert Holden raises the issue of callers having to listen to lengthy automated messages before reaching a live 311 operator.
- The Deputy Commissioner from NYC 311 acknowledges that the current system does not allow callers to press '0' to bypass automated messages and connect directly to an operator.
- Holden emphasizes the need for a user-friendly system that enables callers to report issues without having to listen to unwanted messages.
- He urges NYC 311 to work on implementing the ability for callers to press '0' and reach a live operator promptly.
Robert Holden
1:32:07
During COVID, and and we would call 311 to get an operator.
1:32:12
It took 5 minutes because you had to listen to tons of messages.
1:32:16
I understood that.
1:32:17
But I said, one of my suggestions at the hearing back then, I said, what about pressing 0?
1:32:22
I get a live operator?
1:32:24
You know, to because I don't need to sit through 5 minutes of this stuff.
1:32:27
Now it's 2 minutes 35 seconds of messages, which I don't wanna I'm not interested.
1:32:32
I just wanna report.
1:32:33
Something in in my neighborhood.
1:32:36
Can you press 0?
1:32:37
Because I I made a suggestion.
1:32:39
Can you press 0 to get a live operator?
Joe Morrisroe
1:32:42
At the current time, I do not believe our system allows that.
Robert Holden
1:32:46
Problem.
1:32:47
There it is.
1:32:48
That's why it again, people wanna make report, but they gotta listen to stuff that they're not interested in.
1:32:55
You shouldn't force anybody to listen to messages that they don't wanna hear.
1:33:00
User friendly.
1:33:01
0.
1:33:01
Press 0 again to live operator.
1:33:03
That's a normal operating procedure for most messages.
