Transit Call Centers: A Front Line in Customer Service March 27, 2013.

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Transit Call Centers:

A Front Line in Customer Service

March 27, 2013

Meet Your Trainers

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Krystian Boreyko Rik Opstelten

Training and Technical Assistance Specialists

Training Outline

• General goals of a call center

• Regulatory requirements

• Sensitivity Tips

• Helpful Strategies

• Technology’s Role

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Goals of a Call Center

Common Questions

• I need to book a ride

• Where’s my ride?

• Where’s the bus?

• Where’s 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

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– “Where’s 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% < 1 minute 99% < 2 Minutes– Smaller increments of time = More accurate measure

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“Where’s my Ride?”

• A vital service for riders

• Requires quick response

• Requires accuracy

• FTA focus on these calls

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Discussion Question

The Busy Phones

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“Call me back later. I’m too busy!”


Sensitivity Tips

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

• Don’t 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 person’s 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 don’t promise more)

• Don’t try to engage in a rationalizing argument

• Try not to speak in platitudes (“I know it’ll work out in

the end.”

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A Word on Abusive Callers

• You don’t have to accept abuse

• Set limits– “If you stop shouting, I’ll stay on and try to help

you”

• Remain calm

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Questions?

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Helpful Strategies

More on “Where’s 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 “Where’s 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

• Don’t drop calls at closing time

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Technology’s Role

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 “Where’s 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

(800) 659-6428

www.ProjectACTION.org

@projectaction

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Transit Call Centers: A Front Line in Customer Service March 27, 2013.

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Transcript of Transit Call Centers: A Front Line in Customer Service March 27, 2013.