1. WWW.PROJECTACTION.ORG Transit Call Centers: A Front Line in Customer Service March 27, 2013

2. Meet Your Trainers 2 Krystian Boreyko Rik Opstelten Training and Technical Assistance Specialists

3. Training Outline General goals of a call center Regulatory requirements Sensitivity Tips Helpful Strategies Technology’s Role 3

4. WWW.PROJECTACTION.ORG Goals of a Call Center

5. 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? 5

6. Timely Information Hours of availability Ease of system navigation Speed of answer 6

7. Accurate Information Correct information Real-time information Clear understanding of system 7

8. Positive Public Perception Promotes ease of use Display positive interactions Customer seen as important Fills a role that websites cannot 8

9. WWW.PROJECTACTION.ORG Regulatory Requirements

10. Hold Times Excessive hold times in Paratransit operations may form a “capacity constraint” Agencies should work toward “minimal hold times” per FTA findings 10

11. 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 11

12. “Where’s my Ride?” A vital service for riders Requires quick response Requires accuracy FTA focus on these calls 12

13. WWW.PROJECTACTION.ORG Discussion Question

14. The Busy Phones 14 “Call me back later. I’m too busy!”

15. WWW.PROJECTACTION.ORG Sensitivity Tips

16. Disability-Specific Customer Issues Disability affects communication Being prepared to help any caller is key Sensitivity is imporant Technology is also useful 16

17. 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 17

18. People with Impaired Speech Patience is key Don’t feign understanding Repeat, ask for verification 18

19. People with Cognitive Disabilities Variety of Conditions –TBI –Other Neurological Issues –Dementia/Aging –MS 19

20. 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 20

21. 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 21

22. 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.” 22

23. 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 23

24. Questions? 24

25. WWW.PROJECTACTION.ORG Helpful Strategies

26. 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 26

27. 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 27

28. 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 28

29. Partner Cooperation Close connection between call-takers and service providers Staff co-positioning 29

30. Call Abandonment Call Abandonment can be a sign of trouble Play music or information while on hold Don’t drop calls at closing time 30

31. WWW.PROJECTACTION.ORG Technology’s Role

32. Automatic Call Distributors Ability to gather data –Measure maximum hold times –Backup call takers, routing as needed –Ability to display a “Scoreboard” 32

33. 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 33

34. 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 34

35. Discussion Question 35

36. Difficult Communication 36

37. Questions Use the Chat Box, or Dial *1 37

38. Easter Seals Project ACTION 1425 K Street NW, Suite 200 Washington, DC 20005 (800) 659-6428 www.ProjectACTION.org @projectaction 38