Understanding the Do’s and Don'tsof Customer Relations

Scott WisnerCustomer Service Manager

Valley Metro RPTA

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

•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

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

•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…

•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:

•Has dramatically improved customer experience

•Ambient noise issues addressed

•Dropped calls lowered

•Accuracy improved

•Usage has exceeded projections

NextRide

•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

•12 full time teleworkers•Lower attrition rate•Lowers administrative overhead

($$$)

Telework Program

Saves time Saves fuel cost Saves money

•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)

•Customer Service

•ADA Certification

•Travel Training

•Reduced Fare Program

•Paratransit Administration

•Alternative Programs For Seniors & Persons With A DisabilityoCoupon for CabsoVouchers for medical tripsoVolunteer driver’s program

Valley Metro Mobility Center

•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

Questions?Scott Wisner

Customer Service Managerswisner@valleymetro.org

602.251.2021