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Quality Customer Service Approaches

Quality Customer Service Approaches. Scott Wisner Customer Service Manager. Overview of Mobility Services. Regional Call Center ADA Certification Reduced Fare Program ADA Platinum Pass Program Paratransit Operations Travel Training East Valley Ride Choice Program.

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Quality Customer Service Approaches

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  1. Quality Customer Service Approaches Scott Wisner Customer Service Manager

  2. Overview of Mobility Services • Regional Call Center • ADA Certification • Reduced Fare Program • ADA Platinum Pass Program • Paratransit Operations • Travel Training • East Valley Ride Choice Program

  3. Regional Call Center Deliverables • Trip planning assistance • Next bus/train arrival information • Complaint processing • Detours • Lost and Found • School Field Trips • General information (i.e. fares, policies, riding tips, contact information)

  4. Call Center Statistics • Receives 2.1 million calls annually • Processes 22,000 complaints annually • 37 full time agents; 10 leads/supervisors • Open seven days a week; closed on major holidays • 1/3rd of agents are bilingual • New agents undergo 5-6 weeks of training

  5. Next Ride

  6. Next Ride Statistics • IVR—Approximately 70,000 Next Ride arrivals per month (75% success rate) • SMS Text—Approximately 225,000 Next Ride arrivals per month • Mobile Web—Approximately 33,000 Next Ride arrivals per month • Reduced call volumes by 650,000 calls annually—eliminated 4 full time CSRs

  7. Mobility Management Programs • Mobility Center provides a host of services targeted to seniors and person with disabilities • Mixed use facility • ADA assessments • Travel Training • Paratransit and Alternative Transportation programs managed from this location • Reduced Fare site (expedited process only)

  8. ADA Certification Program • In-person interview and functional assessments • See 425 customers a month • Most accurate way to determine if a person is truly eligible • Evaluator determines eligibility • Unrestricted • Restricted • Temporary • Not eligible • Customer has the right to appeal the decision

  9. Paratransit Operations • East Valley Dial-a-Ride Brokerage • Prime contractor is Total Transit (Discount Cab) • 7 Sub contractors • Offers cities lower transportation solution • Very favorable response from latest survey • Northwest Valley Dial-a-Ride • Provides cost effective service to smaller communities • Provides all trips to the Mobility Center

  10. Dial-a-Ride Service Change • January 19, 2012 Valley Metro Board awarded contract to Total Transit (Discount Cab) • Change to a Brokerage service model – Pilot project for 2 one-year periods • Brokerage Service Model • Total Transit to provide up to 50% of trips • Remainder sub-contracted to other transit providers • One non-profit sub contractor required • Limited Notice to Proceed issued March 28, 2012 • Total Transit began providing full service July 1, 2012 17

  11. Results - July through December

  12. Survey Results

  13. Survey Results

  14. Questions Scott Wisner Customer Service Manager swisner@valleymetro.org 602-251-2021

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