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Transit, Call Centers, and 511: A Guide for Decision Makers (2009) / Chapter Skim
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Appendix A - Transit Agency Interview Questionnaire
Pages 85-87

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Select key terms on the right to highlight them within pages of the chapter.


From page 85...
... a. Automatic call distribution (ACD, a technology that diverts incoming calls to available agents automatically)
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From page 86...
... Your agency's customer service telephone number; d. A call transfer option from 511 to your customer service center; and/or e.
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From page 87...
... 23. Do you consider participation in 511 an alternative to investing in your own interactive voice response system (e.g., handle all "automated" information requests via the 511 system and only transfer to your call center for operator assistance)
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Key Terms

  • customer service
  • call transfers
  • transit agency
  • telephone customer
  • call duration

  • information requested
  • voice response
  • interactive voice
  • following call
  • center operation

  • average call
  • participation impacted
  • call volumes
  • customer information
  • average time

  • advisory radio
  • customer interaction
  • interaction management
  • interview questionnaire
  • service line

  • incoming calls
  • highway advisory
  • duration including
  • call work
  • transit information

  • center operators
  • available agents
  • supporting participation
  • call centers
  • call agents


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