Driving innovation for service excellence

In 2005, Peel's Customer Contact Centre started with a few core services like Waste, TransHelp, Public Health, and Housing, handling around 1,600 contacts per day. Today, the call centre supports 20 lines of business, and our call volume has nearly doubled, with up to 3,000 residents contacting us daily. This growth led smaller call centres to consolidate into a centralized location. Since its creation, the contact centre has handled over 16 million calls and 240,000 emails.

Over the past 2 decades, hundreds of Peel Region employees have worked at Service Peel, many starting their career journey there and some dedicating their entire career to helping Peel residents.

The manager of Service Peel, Michelle, has been instrumental in this evolution. With 21 years of experience, she shares how strides in new technology have helped her team elevate customer experience and meet the needs of our growing community. Our call centre staff now responds to inquiries in real-time through multiple channels, including phone and chat, all while maintaining high standards of quality assurance. Through her leadership, Michelle ensures every interaction makes a meaningful difference.

Shanta started her career at Service Peel 20 years ago, as a part-time Customer Service Representative. Over the years, she's taken on various roles and has been working as a Supervisor for the last 11 years. Shanta is passionate about her team and takes pride in empowering them to deliver exceptional service to our residents. Her dedication reflects Peel Region's commitment to quality customer care and the positive impact our staff have on the daily lives of our residents.

Customer Service Week is October 6 to 10. Celebrate the people who make service happen.