City of Calgary introduces new 311 call back option for high volume call demand

The City is officially launching a new feature for the 311 call centre today. If the expected wait is longer than one minute, the system will advise on the estimated wait time before providing the option for a call back.

The call back feature will be active on the 10-digit 403.268.CITY (2489) and 311 lines between the hours of 8 a.m. - 4:30 p.m., seven days a week. These hours of operation experience the highest volume of call demand resulting in longer wait times.   

“This technology allows for 311 to strengthen our commitment and focus on providing enhanced customer service to our citizens,” says Clarke Bellamy, Manager, 311, Customer Service & Communications. “We anticipate this new feature will provide additional options to callers that prefer not to wait on hold.”

The City is the first jurisdiction in Western Canada to offer this 311 feature daily.

For more information, visit calgary.ca/311