What Good Looks Like: Designing Effective Public Call Centers

An effective public call center helps residents get clear information, reach the right support, and get the services to which they are entitled. This workshop explores the core elements of strong, resident-centered call center operations, including service design, staffing, workflows, escalation pathways, language access, and coordination across teams. Using the New Jersey Business Action Center and the New Jersey Unemployment Call Center as examples, participants will examine what makes call center systems work well, where they often break down, and how public agencies can identify practical opportunities to improve access, consistency, and responsiveness in the resident experience.