Transit, Call Centers, and 511: A Guide for Decision Makers (2009) / Chapter Skim
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Pages 1-7
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This project was intended to primarily address concerns expressed by some transit agencies that participation in a 511 system could result in significant increases in call volumes to their call centers, thereby degrading service quality to their customers or necessitating investments in staffing and/or technology to maintain service quality. This project investigated national experience with transit content and information on 511 telephone information systems.
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3. Most transit agency customer service numbers are well established and transit agencies and some transit customers believe they are at least as visible (few 511 systems are effectively marketed to transit users)
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In very few cases -- the San Francisco Bay Area being the most notable -- the decision to include transit on 511 was based on the belief that a large number of travelers need multimodal information on a regular basis and will view the ability to access that information through one phone call as a significant convenience. Transit Call Center Strategies Staffed telephone customer service is a foundational, critical component of a transit agency's customer information strategy.
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Providing advanced information via 511 can be a resource-intensive process, both in the short term and long term. In addition to having a supportive 511 system administrator and sufficient resources at the 511 agency and transit agency, there needs to be a persuasive reason for providing advanced transit information on Decision Factor Implication Local 511 embraces national 511 vision of a multimodal resource If the 511 system administrator views the system as a highway/traffic-only resource, it is likely that a transit agency will not have any opportunity to participate in 511.
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and the 511 system administrator pays for call transfers out of 511 to the transit agency, having transit information on 511 can reduce local longdistance costs for transit. Ability to effectively process current and anticipated transit customer service call volumes If a transit agency lacks an IVR and is struggling to keep up with incoming demand on their customer service line, providing extensive information on 511 can help a transit agency meet customer needs.
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Number of tourists or newcomers In most regions, the transit customer service phone number is at least as familiar and accessible to long-term residents seeking transit information as is 511. Under those conditions -- and other factors aside -- it is hard to argue that the cost to provide telephone-based transit information anywhere other than through the transit agency is cost effective.
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Potential benefits that may be realized through greater utilization of advanced technologies and techniques at transit agencies include the following: • Reducing the amount of manual, paper-based processes at large call centers by using workforce management technologies that track daily work logs and automate most tasks; • Reducing the amount of time spent on repetitive information requests by implementing IVR systems and posting such information on the agency website; • Ensuring customer service quality for agencies with large call volumes (e.g., more than 1,000 calls per day) by implementing quality monitoring technologies; and • Improving customer management, particularly at those agencies that wish to provide personalized information (such as service alerts)
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