Sandy Springs approves call center contract

Sandy Springs recently approved a new task order with Faneuil for call center services. (Courtesy Faneuil, Inc.)

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Sandy Springs recently approved a new task order with Faneuil for call center services. (Courtesy Faneuil, Inc.)

Large municipal cities want to be sure their citizens get answers quickly when calling city hall. To that end, Sandy Springs utilizes a call center to help handle call volume. In a recent action, the city council approved a new task order with Faneuil for call center services.

On May 14, 2019, the city approved a contract with Faneuil for service delivery over a 5-year period with an annual issuance of a new task order. There is a 3% annual escalator built into the contract. For Fiscal Year 2023 Faneuil will be paid a not-to-exceed price of $600,453 for providing call center services.

The call center answers and processes approximately 130,000 calls for service annually for the city. The contract requires 80% of all calls be answered within 30 seconds and 90% of all calls be answered within 60 seconds during business hours.