This November marks the 12th anniversary of the launch of the 211 Contact Centre. In a year that is being globally dubbed as unprecedented due to the COVID-19 pandemic, 211 has adapted and continues to serve the people of Tobago and, by extension, Trinidad.
Courteous Service, Competent Staff and Accurate Information represents the corporate mantra of the 211 Contact Centre. 211 was the second unit to be established under the Tobago Information Technology Limited (TITL) on November 4, 2008. The initial aim of the contact centre was to provide Tobagonians with easy, 24-hour access to emergency responders as well as information on government services. In 2010, 211 extended its services to Trinidad where inbound contact centre services were provided to the residents of the San Fernando City Corporation.
Today, TITL utilises 211 to provide a wide range of Contact Centre Support Services to other organizations, with the most recent being the handling of Tobago’s COVID-19 hotline.
Ivor James, 211 Contact Centre Supervisor, believes that the success of 211 is rooted in the dedication of its staff members. James said “The centre has grown only because of the dedicated staff and as a department, we stay true to our original goal of providing excellent customer service to the people of Tobago and by extension Trinidad. As an organisation, we set out to become change agents in the field of customer service in Tobago and I am of the belief that we are on the path to achieving that goal.” James has been with the company since 2008 and currently oversees the day to day operations of the 211 Contact Centre.
In 2017, the 211 Contact Centre achieved its one millionth caller milestone. To date, 211 has surpassed its two millionth call. Reports indicate that the 211 Contact Centre has received 1,994,177 non-emergency calls and 33,324 emergency calls as of October 31, 2020.
About Tobago Information Technology Limited
The Tobago Information Technology Limited (TITL) is a special purpose company of the Tobago House of Assembly (THA) and the leading pioneer of Innovation and Information and Communication Technology (ICT) on the island of Tobago. TITL provides Business Process Outsourcing (BPO) services to an array of local, regional and international clients. The company also specialises in professional ICT Training and Certification.