Call Center Statistics

Augusta 311 is Richmond County’s centralized customer service hub for information and non-emergency services. In order to ensure customers are able to utilize 311 as a one-stop-shop for residents, businesses and visitors Customer Service Representatives must answer calls and respond to requests in a timely and consistent fashion.

Call Volume
This metric tracks the total number of calls presented to the Augusta 311 Department compared to the total number of calls handled successfully.


Average Hold Time
This metric tracks the average amount of time a customer remains on hold waiting to be assisted by a Customer Service Representative. The target response time for answering Augusta 311 calls is 120 seconds.


Average Call Length
This metric tracks the average amount of time it takes a Customer Service Representative to handle a call. The average handle time should be under 3 minutes.


Work Requests by Department
This metric tracks the number of requests entered for various departments on a monthly basis.