Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012

Carol Raines-Gibson, GM, Tampa Contact Center

 Locations  Staffing  Scheduling  Redundancy and Emergency Plan

 Customer Service Representatives  Shortened to CSR  Pay Scale  Proficiency and Aptitude  Cross Utilization

 4 Million Inbound Calls  Seasonal Call Flow  Call Type

 Also known as “IVR“  Call Types  Call Reduction in Contact Center  Customer Interaction

 Volume by Source:  Web: 57%  Contact Center: 43%  Prepaid Reservations  Provide advantages to Customer and Driver

Allison James, GM, Tampa Regional Dispatch

 Integrated Vertical Software system  This system simultaneously handles:  Reservations  Dispatch  Operator Management

 4 East Coast Cities with multiple products  296 vehicles total  511,194 trips in 2011 alone

 Roles:  Dispatchers (Approximately 30 on team)  Lead Dispatchers  Operations (Ops) Supervisors  General Manager  Pay Scale  Matches current industry standards  Different levels, from Dispatcher Assistant up to Lead

 Policies and procedures allow us to dispatch from hundreds of miles away by utilizing:  Auto Routing to create routes  Auto Dispatch System so drivers can bid on trips  Watching Flight Data  System is integrated with flight tracking data system  Dispatchers track customer arrival via “Get Flight Info” feature

 Operators are able to bid on return trips while de-boarding passengers.  Monitoring outbound reservation and flight status which enable us to:  Better manage resources and  Quickly move vehicles to the airport

 Increased advanced reservations means:  We can be more prepared for them as they arrive  Shorter wait times at the airport