Call Center and Constituent Services
GTA provides constituent services on behalf of the Governor's Office. The Office of Constituent Services is a point of contact for advocates, legislators, and the general public, and its specially trained staff answers questions, addresses complaints, and helps with access to state of Georgia services.
In addition, the GTA call center, 1.800.georgia, responds to telephone calls, emails, and chats from users of Georgia's web portal, www.georgia.gov.
The call center can help other state and local government agencies respond quickly and efficiently to inquiries, and it is a cost-effective alternative to other service providers. It offers:
- Expertise — The call center's daily operation is overseen by two managers with extensive experience running call centers in the private sector. Its staff of 12 agents are specially trained in customer-contact techniques and use of the center's call-management system.
- Reliability — The call center answers approximately 400,000 calls annually about services offered on www.georgia.gov with an average speed-to-answer under 60 seconds and an average abandonment rate of less than 9 percent.
- Performance — The system continuously monitors calls. Customers may receive reports that measure performance, including the number of calls received and how fast they are answered.