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Transit, Call Centers, and 511: A Guide for Decision Makers (2009) / Chapter Skim
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Pages 8-9

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From page 8...
... . This study included the following: • An examination of transit agency customer information strategies and the role of call centers in those strategies, • Call center technologies and techniques utilized outside the transit industry, • Experiences of transit agencies with 511 telephone systems, • Experiences of 511 system administrators with transit content, and • Transit customer perceptions of automated telephone information in general and 511 in particular.
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From page 9...
... Research tasks. Phase Task Task 1 – Research transit traveler information practices Task 2 – Research transit call centers involvement in 511 Task 3 – Conduct transit agency case studies Task 4 – Outline decision tools (decision-making guidance)
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Key Terms

  • transit agencies
  • tomer information
  • call center
  • transit agency
  • customer service

  • transit information
  • national experience
  • call centers
  • participating transit
  • transit call

  • service disruption


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