Understanding the Do’s and Don'ts of Customer Relations Scott Wisner Customer Service Manager Valley Metro RPTA

Regional Call Center for bus and light rail services in the Valley Transit information and trip planning Complaint processing Detours General information Overview of Customer Service Department 3.7M annual operating budget Receive approximately 3 million calls annually 52 employees; 12 full time teleworkers

Calls increased from 1 million to 3 million in last decade Fluctuating Service Levels (additions and cuts) Fare increases Ridership increases Light Rail Major Events (All-Star Game, R & R Marathon, etc). Transit Strike Challenges That Impact Call Volumes

Heavy investment in technology Automated Call Distribution phone switch Interactive Voice Response (IVR) interface Trip Planner Web-based Complaint System Data reporting module Agent phone monitoring software Agent scheduling software Voice and desktop recording system Vehicle Monitoring System (VMS) software Web-based Detours tool (instant messaging) Improving the Customer Experience

Most tools improved productivity; some did not Requires a lot of resources (financial and staff) to maintain systems and information Technology can cause frustrations and decrease satisfaction levels Impact Technology Had On Performance Customers prefer live agents over automated systems unless…

Provides real time arrivals at every bus stop in region Customers call, text, or use online or Mobile application NextRide …the application is easy to use, for example:

Has dramatically improved customer experience Ambient noise issues addressed Dropped calls lowered Accuracy improved Usage has exceeded projections NextRide

Automated Travel Information System Trip planning tools that agents and customers use to plan detailed itineraries: o Trapeze (Trip planner) o Google (Trip planner) Business Decisions That Worked

12 full time teleworkers Lower attrition rate Lowers administrative overhead ($$$) Telework Program

Saves timeSaves fuel costSaves money

Web-based complaint processing software Efficient way to handle large number of complaints Allows agents or customers to enter detailed information directly into the system Assign complaints to contractors, cities, or agency staff Assign priority level and response deadlines to various complaint types notification for incoming complaints Ability to attach documents or images Advanced reporting tools Customer Assistance System (CAS)

Customer Service ADA Certification Travel Training Reduced Fare Program Paratransit Administration Alternative Programs For Seniors & Persons With A Disability o Coupon for Cabs o Vouchers for medical trips o Volunteer driver’s program Valley Metro Mobility Center

Technology is great, but competent, well trained staff is critical Reward and recognize staff early and often Be flexible—not everything you try is going to work Be proactive—don’t wait for a disaster to happen The customer is not always right—but don’t tell them this Upper management support is essential Lessons Learned

Questions? Scott Wisner Customer Service Manager