Get in the Ring and the City of Rotterdam are looking for innovative solutions to improve the citizen satisfaction with interacting with the city when they have questions or need to arrange things. Not just by using technology to improve the contact moment itself, but also to create a better work environment for the team running this operation, so they can thrive.
With 633.000 inhabitants, Rotterdam is the second largest city in the Netherlands. One of the ways these inhabitants can get in contact with the city is through calling the 14010 telephone number that is connected to a call center. This is part of the total service offering of the city, next to internet (website), social media, email and the offices. The call center processes 1.400.000 calls each year with a team of 180 people. Unique to the call center is that they allow people to develop their communication and working skills in order to reconnect with the labor market. The call center is organized in two lines, the first line deals with all the calls, the second line deals with the questions that need more specialization and are harder to answer quickly. The first line is part of the scope of this challenge.