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TCRP Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers (2009)
Transit Cooperative Research Program (TCRP)

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Transportation Research Board. "References." TCRP Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press, 2009.

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Page
83
Front Matter (R1-R11)
Summary (1-7)
1.1 Background (8-8)
1.3 Research Tasks (9-9)
2.2 National Inventory of Operational 511 Systems (10-10)
2.3 Transit Agency Case Studies (11-12)
2.4 Non-Transit Call Center Interviews (13-13)
2.6 Transit Rider Focus Group (14-16)
3.1.1.1 Customer Information Needs and Preferences (17-17)
3.1.1.2 Information Provided by Transit Agencies (18-18)
3.1.1.3 Dissemination Methods/Technologies Utilized (19-19)
3.1.1.4 Matching Dissemination Methods/Technologies with Customer Needs and Preferences (20-21)
3.1.2.3 Technologies (22-24)
3.1.2.4 Metrics (25-25)
3.1.3 Implications of Agency Size and Type (26-27)
3.2.2 Implications for Transit Agencies (28-28)
3.3.2.1 Operational 511 Systems (29-29)
3.3.2.2 Transit Agency Participation in 511 Systems (30-31)
3.3.3.1 Customer Information and Call Center Approaches (32-32)
3.3.3.2 Participation in Non-511 Traveler Information Systems (33-33)
3.3.4 Transit-Related 511 Operating Statistics (34-34)
3.4 Transit Agency Case Studies (35-35)
3.4.1.1 Arizona 511 (36-37)
3.4.1.2 El Dorado Transit (Sacramento California, Area) (38-38)
3.4.1.4 Central Florida Regional Transportation Authority (39-39)
3.4.1.5 Island Explorer (Bar Harbor, Maine) (40-40)
3.4.1.7 Charlotte Area Transit (North Carolina) (41-41)
3.4.1.8 San Diego 511 (42-44)
3.4.1.10 Washington Metropolitan Area Transportation Authority (45-45)
3.4.1.12 Southeast Florida 511 (46-51)
3.4.1.13 San Francisco Bay Area 511 (52-61)
3.4.2.1 Manchester Transit Authority (New Hampshire) (62-62)
3.4.2.3 King County Metro Transit (Seattle) (63-63)
3.4.3.2 Regional Transit District (Denver) (64-64)
3.4.3.4 Tri-Met (Portland) (65-65)
3.5.1 Rationale for Transit Content Decisions (66-66)
3.6 Transit Rider Focus Group (67-67)
3.6.2 Transit Information on 511 (68-69)
4.1.1.1 National Overview of 511 Systems and Transit Participation (70-70)
4.1.1.3 Transit Rationale for Participation/Non-Participation in 511 (71-71)
4.1.1.4 Impacts of 511 Participation on Transit Agencies (72-73)
4.1.2.1 Buy-In on 511 as a Multimodal Resource (74-74)
4.1.3.2 Transit Information on 511 (75-75)
4.1.4.1 The Role of the Telephone in Transit Customer Information (76-76)
4.2.1.1 General Recommendations on the Applicability of Basic and Additional Transit Information on 511 (77-77)
4.2.1.2 Basic Transit Information (78-78)
4.2.2.1 Consider Greater Utilization of Proven, Advanced Technologies and Techniques (79-80)
4.3 Plan for Implementing the Research Findings (81-82)
References (83-84)
Appendix A - Transit Agency Interview Questionnaire (85-87)
Appendix B - Transit Rider Focus Group Discussion Guide (88-89)
Abbreviations used without definitions in TRB publications (90-90)

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83 References 1. "511 National Progress Report: Five Years, 30 Million Calls & Grow- mies, Washington D.C., 1999, http://gulliver.trb.org/publications/ ing," 511 Deployment Coalition, May 2005; www.deploy511.org/ tcrp/tcrp_rpt_45.pdf. docs/511%202005%20NPR%20Final.pdf. 14. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 2. "Implementation and Operational Guidelines for 511 Services, nication, Transportation Research Board of the National Academies, Version 3.0," September 2005, 511 Deployment Coalition; http:// Washington, D.C., 2006. deploy511.org/implementationguide.htm. 15. Schweiger, Carol, L., TCRP Synthesis 48: Real-Time Bus Arrival 3. "Profiles of 511 Traveler Information Services--Update 2007," Fed- Information Systems, Transportation Research Board of the National eral Transit Administration, July 2007; www.fta.dot.gov/documents/ Academies, Washington, D.C., 2003, http://gulliver.trb.org/pub Profilesof511TravelerInformationServices.doc. lications/tcrp/tcrp_syn_48.pdf. 4. Texas Transportation Institute and NuStats International, TCRP 16. Database Systems Corp., "Call Center Solutions: Phone Systems Report 45: Passenger Information Services: A Guidebook for Transit and Outsourcing Services," September 2007, http://www.call- Systems, Transportation Research Board of the National Acade- center-tech.com/. mies, Washington D.C., 1999; http://gulliver.trb.org/publications/ 17. Baldwin, H., "What Technologies Do You Need for Your In-House tcrp/tcrp_rpt_45.pdf. Call Center?" All Business, November 8, 2006; http://www.allbusiness. 5. Battelle Memorial Institute and MultiSystems Inc., "Customer com/technology/telecommunications-interactive-voice-response/ Preferences for Transit ATIS: Research Report," Federal Transit 3476503-1.html. Administration, U.S. Department of Transportation, Washing- 18. "ICMI Call Center Glossary," International Customer Manage- ton, D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ ment Institute; http://www.incoming.com/Glossary/index.aspx. ATIS_NOW/ATIS.htm. 19. Roman, Alex, "How to Improve Call Center Customer Service," 6. Battelle Memorial Institute and MultiSystems Inc., "Customer Metro Magazine, September/October 2007, pp. 100­103. Preferences for Transit ATIS: Research Report," Federal Transit 20. Roman, Alex, "How to Improve Call Center Customer Service," Administration, U.S. Department of Transportation, Washington Metro Magazine, September/October 2007, pp. 100­103. D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ATIS_ 21. Roman, Alex, "How to Improve Call Center Customer Service," NOW/ATIS.htm. Metro Magazine, September/October 2007, pp. 100­103. 7. "Deployment Assistance Report No. 5: Public Transportation Con- 22. Roman, Alex, "How to Improve Call Center Customer Service," tent on 511," 511 Deployment Coalition, June 2003, http://deploy Metro Magazine, September/October 2007, pp. 100­103. 511.org/docs/511-dar5pubtransservices.pdf. 23. Reynolds, P., "A New Look at the Top 20 Contact Center Metrics," 8. "Deployment Assistance Report No. 5: Public Transportation Multi Channel Merchant, November 1, 2006; http://multichannel Content on 511," 511 Deployment Coalition, June 2003, http:// merchant.com/opsandfulfillment/contact_center_metrics_112006/. deploy511.org/docs/511-dar5pubtransservices.pdf. 24. Werner, D., "Performance Management in Call Centers: Monitor- 9. "Deployment Assistance Report No. 5: Public Transportation ing, Coaching and Scoring Agents," Outsourcing Columns, OKS- Content on 511," 511 Deployment Coalition, June 2003, http:// Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ deploy511.org/docs/511-dar5pubtransservices.pdf. sessions/outsourcing/sept05.asp. 10. "Deployment Assistance Report No. 5: Public Transportation 25. "Call Center Industry Statistics Related to Performance Mea- Content on 511," 511 Deployment Coalition, June 2003, http:// sures," International Customer Management Institute; http://www. deploy511.org/docs/511-dar5pubtransservices.pdf. incoming.com/statistics/performance.aspx. 11. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 26. Gans, N., Koole, G., and Mandelbaum, A., "Telephone Call Cen- nication, Transportation Research Board of the National Academies, ters: A Tutorial and Literature Review," September 2002; http:// Washington, D.C., 2006. www.columbia.edu/ww2040/tutorial.pdf. 12. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 27. Baldwin, H., "What Technologies Do You Need for Your In- nication, Transportation Research Board of the National Academies, House Call Center?" All Business, November 8, 2006; http:// Washington, D.C., 2006. www.allbusiness.com/technology/telecommunications-interactive- 13. Texas Transportation Institute and NuStats International, TCRP voice-response/3476503-1.html. Report 45: Passenger Information Services: A Guidebook for Transit 28. Reynolds, P., "A New Look at the Top 20 Contact Center Met- Systems, Transportation Research Board of the National Acade- rics," Multi Channel Merchant, November 1, 2006; http://multi-

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84 channelmerchant.com/opsandfulfillment/contact_center_metrics_ 47. Broward County Transit, October 2007; http://www.broward.org/ 112006/. bct/ and 2005 National Transit Database, Federal Transit Admin- 29. Werner, D., "Performance Management in Call Centers: Monitor- istration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. ing, Coaching and Scoring Agents," Outsourcing Columns, OKS- 48. Tri-Rail, October 2007; http://www.tri-rail.com and 2005 National Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ Transit Database, Federal Transit Administration; http://www. sessions/outsourcing/sept05.asp. ntdprogram.gov/ntdprogram/data.htm#natl. 30. U.S. Department of Transportation, Joint Program Office 511 web 49. 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