Transit Call Centers:

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Transit Call Centers

• A Front Line in Customer Service

March 27, 2013
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Meet Your Trainers
Krystian Boreyko
Rik Opstelten Training and Technical
Assistance Specialists
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Training Outline

• General goals of a call center
• Regulatory requirements
• Sensitivity Tips
• Helpful Strategies
• Technologys Role

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Goals of a Call Center
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Common Questions

• I need to book a ride
• Wheres my ride?
• Wheres the bus?
• Wheres the stop?
• How do I get there?

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Timely Information

• Hours of availability
• Ease of system navigation
• Speed of answer

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Accurate Information

• Correct information
• Real-time information
• Clear understanding of system

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Positive Public Perception

• Promotes ease of use
• Display positive interactions
• Customer seen as important
• Fills a role that websites cannot

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Regulatory Requirements
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Hold Times

• Excessive hold times in Paratransit operations
  may form a capacity constraint
• Agencies should work toward minimal hold times
  per FTA findings

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Measuring Hold Times

• Differentiate by call types
• Wheres my ride? vs. What bus do I take?
• Maximum Allowable Hold Time
• A recommendation 95 in 3 minutes, 99 in 5.
• Hourly Average
• Take averages for each hour of operation (9 10
  AM, 10 11 AM)
• A recommendation 95 lt 1 minute 99 lt 2 Minutes
• Smaller increments of time More accurate
  measure

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Wheres my Ride?

• A vital service for riders
• Requires quick response
• Requires accuracy
• FTA focus on these calls

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Discussion Question
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The Busy Phones

Call me back later. Im too busy!
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Sensitivity Tips
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Disability-Specific Customer Issues

• Disability affects communication
• Being prepared to help any caller is key
• Sensitivity is imporant
• Technology is also useful

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People Who Are Deaf

• Telephone Relay Service
• Speak as if speaking directly to the person
• Close statements with go ahead
• Wait for replies
• Video Relay Service
• Chat-type systems
• Many companies employing these for the general
  public
• TDD/TTY

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People with Impaired Speech

• Patience is key
• Dont feign understanding
• Repeat, ask for verification

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People with Cognitive Disabilities

• Variety of Conditions
• TBI
• Other Neurological Issues
• Dementia/Aging
• MS

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More on People with Cognitive Disabilities

• Speak in clear sentences
• Adapt complexity of speech only in response to
  theirs No baby talk
• Break down steps into smaller pieces
• Phrase questions in a neutral way
• Respect a persons independence

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Reducing Tension in Conversations

• A fact Some people call when they are upset
• Another fact Good customer service can help
  resolve tension
• Some tips
• Remain calm
• Lower your voice, and the speed of your speech
• Repeat a key phrase to demonstrate understanding

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If Anger Persists

• Assure the caller you will do all you can to be
  helpful (but dont promise more)
• Dont try to engage in a rationalizing argument
• Try not to speak in platitudes (I know itll
  work out in the end.

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A Word on Abusive Callers

• You dont have to accept abuse
• Set limits
• If you stop shouting, Ill stay on and try to
  help you
• Remain calm

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Questions?
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Helpful Strategies
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More on Wheres My Ride calls

• Understand the tense nature of the situation
• Strike an empathetic tone
• Providing more information helps customer feel
  empowered
• Where is the vehicle?
• How many more stops?
• Vehicle numbers, identifiers
• Confirm passenger location

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Secondary Holds

• Primarily in Wheres my Ride situations
• Check back with caller regularly
• Avoid in reservation calls
• How to track
• Random checks of call recordings
• Secret Shopper
• Use hold music or information audio

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Workload Management

• Keep maximum load for once call taker to 3 lines
• Avoid Voicemail
• Avoid Limits on Number of Trip Requests
• Not as efficient as it seems

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Partner Cooperation

• Close connection between call-takers and service
  providers
• Staff co-positioning

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Call Abandonment

• Call Abandonment can be a sign of trouble
• Play music or information while on hold
• Dont drop calls at closing time

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Technologys Role
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Automatic Call Distributors

• Ability to gather data
• Measure maximum hold times
• Backup call takers, routing as needed
• Ability to display a Scoreboard

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Interactive Voice Response (IVR) Systems

• Promotes accurate responses
• Can extent hours of operation
• Reduces workload on call takers
• Track number of calls that go through IVR

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Automatic Vehicle Locator (AVL) Systems

• Promotes accurate responses
• Extends hours of operation
• Help relieve many Wheres my Ride calls
• Call-out systems can help ensure buses meet
  passengers
• Web-bases systems
• Text message alerts

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Discussion Question
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Difficult Communication
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Questions

• Use the Chat Box, or Dial 1

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Easter Seals Project ACTION

• 1425 K Street NW, Suite 200
• Washington, DC 20005
• [phone]
• www.ProjectACTION.org
• _at_projectaction