Understanding the Do’s and Don'ts of Customer Relations Scott Wisner Customer Service Manager...
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Understanding the Do’s and Don'tsof Customer Relations
Scott WisnerCustomer Service Manager
Valley Metro RPTA
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Regional Call Center for bus and light rail services in the Valley
•Transit information and trip planning
•Complaint processing
•Detours
•General information
Overview of Customer Service Department
3.7M annual operating budget
Receive approximately3 million calls annually
52 employees; 12 full time teleworkers
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•Calls increased from 1 million to 3 million in last decade
•Fluctuating Service Levels (additions and cuts)
•Fare increases
•Ridership increases
•Light Rail
•Major Events (All-Star Game, R & R Marathon, etc).
•Transit Strike
Challenges That Impact Call Volumes
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Heavy investment in technology
•Automated Call Distribution phone switch
•Interactive Voice Response (IVR) interface
•Trip Planner
•Web-based Complaint System
•Data reporting module
•Agent phone monitoring software
•Agent scheduling software
•Voice and desktop recording system
•Vehicle Monitoring System (VMS) software
•Web-based Detours tool (instant messaging)
Improving the Customer Experience
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•Most tools improved productivity; some did not
•Requires a lot of resources (financial and staff) to maintain
systems and information
•Technology can cause frustrations and decrease satisfaction levels
Impact Technology Had On Performance
Customers prefer live agents over automated systems unless…
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•Provides real time arrivals at every bus stop in region
•Customers call, text, or use online or Mobile application
NextRide
…the application is easy to use, for example:
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•Has dramatically improved customer experience
•Ambient noise issues addressed
•Dropped calls lowered
•Accuracy improved
•Usage has exceeded projections
NextRide
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•Automated Travel Information System
•Trip planning tools that agents and
customers use to plan detailed itineraries:
oTrapeze (Trip planner)
oGoogle (Trip planner)
Business Decisions That Worked
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•12 full time teleworkers
•Lower attrition rate
•Lowers administrative overhead ($$$)
Telework Program
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Saves time Saves fuel cost Saves money
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•Web-based complaint processing software
•Efficient way to handle large number of complaints
•Allows agents or customers to enter detailed information directly into the system
•Assign complaints to contractors, cities, or agency staff
•Assign priority level and response deadlines to various complaint types
•Email notification for incoming complaints
•Ability to attach documents or images
•Advanced reporting tools
Customer Assistance System (CAS)
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•Customer Service
•ADA Certification
•Travel Training
•Reduced Fare Program
•Paratransit Administration
•Alternative Programs For Seniors & Persons With A Disability
oCoupon for Cabs
oVouchers for medical trips
oVolunteer driver’s program
Valley Metro Mobility Center
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•Technology is great, but competent, well trained staff is critical
•Reward and recognize staff early and often
•Be flexible—not everything you try is going to work
•Be proactive—don’t wait for a disaster to happen
•The customer is not always right—but don’t tell them this
•Upper management support is essential
Lessons Learned