Rapid City's Call Center Hits Major Milestone: 40,000 Calls in One Year!

Rapid City’s Customer Service Call Center Celebrates Success

Since its opening in September 2023, Rapid City’s Public Works Department has achieved remarkable success through its customer service call center, handling nearly 40,000 calls and generating close to 2,000 service orders across various divisions.

The primary goal of the customer service center is to simplify access to information regarding public works services. Callers can inquire about essential services such as water utility, wastewater, solid waste, streets, and traffic.

Shannon Truax, the City Public Works Administration Operations Manager, highlighted the positive community response, emphasizing the importance of speaking with a live person when seeking assistance. “One of the things that have made this Call Center so successful is the people who work in it. We have an amazing team that works down here. 90 percent of the time if you are calling us, it’s because you’re not having a good day and these agents do a phenomenal job of helping manage those challenges,” Truax stated.

Initially, the call center averaged 100 calls a day, but it has now increased capacity to handle over 200 calls per day. Truax noted the ongoing growth of the call center, which continues to provide essential assistance to all callers.