First Day Of School Keeps MNPS Busy With Questions

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First Day Of School Keeps MNPS Busy With Questions

By Chris Cannon. CREATED Aug 6, 2014


NASHVILLE, Tenn. – The first day of school can bring about a lot of questions, not only from students, but also their parents.

Customer service representatives with Middle Tennessee’s largest school district have been very busy answering phones and talking with parents over the last week.

“We’re probably over 1,000 customers today,” explained Mark Chamberlain, director of the Metro Nashville Public Schools customer service center.

The center typically has a staff of nine people, but in the days leading up to the start of school that number grows to 15.

“We had to move all those staff into our conference room, bring in some extra desks and computers. It's a tight space, but for a few weeks it works out pretty well,” Chamberlain said.

Those representatives will work with more than 1,200 people each day, during the first few days of the school year. That is double the usual volume they handle.

The representatives answer questions on any topic a parent might have, and most of the time they can find the answer fairly quickly.

“Since we're able to help just about 80 percent of the people that call here, just over the telephone, we've actually rapidly improved how we respond to things,” Chamberlain said.

Parents can also travel to the customer service center on Brandsford Avenue in the Berry Hill area to have their questions answered in-person.

Flora Miles had been working with a representative for the last several days.

“It's just quicker. Miss Judy, she's called me twice in two days to makes sure I get what I need. So yeah, it's easier,” she said.

Customer volume will continue to be high for several days before the numbers go back to their normal levels.

“Friday will also be an exceptionally busy day, then that Monday, Tuesday, then it will kind of begin to taper off from there,” Chamberlain said.

Starting Friday the customer service center will be open its normal school year hours of 7:30 a.m. until 5:30 p.m. The number to reach a representative is 615-259-INFO.

Chris Cannon

Chris Cannon

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Chris Cannon is an Emmy awarding winning reporter who joined the NewsChannel 5 HD team in May of 2004.