Bigger Call Center Staff Makes Back-To-School Easier In Mpls.
MINNEAPOLIS (WCCO) -- Summer break is officially over for Minneapolis Public Schools.
The students, in one of the largest districts in the state, headed back to class on Monday.
Last year, the district's call center experienced problems with long wait times and some parents' questions left unanswered.
This year, the number of call center staffers doubled from an average of eight to 16. Some staffers now also speak different languages to help address issues.
The school year got off to a fun, energetic start Monday at Lucy Craft Laney Community School.
Teachers and parents there greeted students as they stepped off the bus.
More than 500 buses hit the road in the district for the first day of school.
Officials said by day's end, more than 20,000 students will have been picked up and dropped off.
Michael Goar, the interim superintendent of Minneapolis Public Schools, said most of the questions that come into the call center are transportation related.
"We want to make sure all the phone calls are answered in a timely manner and make sure we work through all questions parents might have regarding bus stops or drop off times or where they should pick up the kids," Goar said.
The district made about 20,000 robocalls to parents last week, advising them to call with any questions before the first day of school. The call center staff also worked over the weekend, answering questions.
On Monday morning, employees took around 625 calls, with an average wait time of six-and-a-half minutes. Last year, wait times reached two hours.
