Representative Experience
NYC 311
King’s 3-1-1 call center replaces a maze of independent city agencies and telephone numbers with 3-1-1.
Background
Upon entering office, New York Mayor Michael Bloomberg wanted to make the City government more accessible to residents. The key to accomplishing the Mayor’s goal has been 3-1-1, a single phone number that can be used for accessing all non-emergency City services.
Solution
Even before the official launch of 3-1-1, King worked with the City to ensure the
success of the program. Before launch, we provided input on training materials and
call center best practices, and assisted substantially with application and CTI
testing.
Since commencement of the 3-1-1 program, King has been responsible for answering
3-1-1 calls, 24 hours a day, 7 days a week, 365 days per
year, without fail. Put another way, since go-live, King has answered nearly 10 million
3-1-1 calls. We also provide all of the voice infrastructure data recovery capability for
3-1-1.
More Experience
Top
Holocaust survivors and their descendants were provided an opportunity to recover damages
Background
When it was determined by international authorities that Swiss Banks had an obligation to pay out millions of dollars to victims of the Holocaust and their survivors, a mechanism was needed to mine records and verify claims for reparations. To complicate matters, the survivors and their descendants are scattered around the world and time was of the essence, as many (if not most) actual survivors are in poor health or advanced age.
Solution
In concert with the ICHEIC, King served as the global point of contact for all claims and claimants. We staffed a 24 x 7 x 365 inbound program fed by toll-free numbers in literally every country where survivors were believed to be located around the world. These numbers ensured that anyone responding to public announcements would be able to communicate easily with a King staff member who would assist them in filing and following up on a claim. During the four-year duration of this program, over 60 languages and dialects were supported in-house, while more than 125,000 claimants were served in over 500,000 telephone contacts.
More Experience
Top | 
