1. Customer Service Performance Update
Quality Service Committee
May 24, 2017
Good Afternoon CAC Members
I’m here today to provide you with an update on Customer Service Performance.
Next slide

2. Call Center Transition
Timeline
Transition
Date
Phase I Customer Service (STI)
4/1/16
Phase II Customer Service (Access)
5/23/16
Phase III OMC (After Hours, SGT)
7/18/16
Phase IV OMC (Access)
9/12/16
Transition Complete
10/10/16
As you’re aware, we began outsourcing our call center on April 1st 2016
And……Time flies
we’ve already celebrated our first year anniversary of the Access / Alta partnership.
We successfully completed all phases of the call center transition on time, with minimal bumps in the road through each phase.
Next slide

3. Good News Reduced average speed of answer KPI from 5 minutes to 3
Increased staffing to meet the call demands
Decreased Customer Service staff related valid complaints 55%
Reduced Language Line invoice by Dedicated Spanish ~25%
Winner - APTA National Call Center Champion!
The good news is…………
Alta successfully delivered upon the 3 minute Average Speed of Answer
versus the 5 minute goal…. when managed internally.
Alta increased their staffing model to ~ 60 Customer Service Representations ( or CSR’s) to accommodate the increased call volume demand from 31 CSRs when managed in-house.
The valid CS related complaints decreased by 55% since we transitioned to Alta.
Additionally, the language line invoice has decreased by almost 25%, because Alta has approximately …
40% dedicated Spanish speaking agents.
As you are aware, based on the Superior Service Award, we are extremely proud of Ms Iliana Mena for winning the National Call Center Championship!
Next slide

4. After Call Survey Results Oct 2016 – Feb 2017
The good news includes
Alta’s implementation of the After Call Survey….
If a customers opts to,
They can rate their overall experience, which includes their interaction with the CSR
By way of a ranking score from 1 to 5 in the areas indicated on the graph…..
Time to reach an agent
How knowledgeable the agent was
If they were polite,
If a resolutions was provided and….
If overall satisfaction was achieved
Our YTD ranking has consistently been above 4 since the implementation of the ALTA contract.
Next slide
(5% of callers took the survey from this time period)

5. Challenges Final phase: Peak Season New CSRs Highest volume of calls
Longer hold and handle times
Monday call volumes
While Alta has done a great job,
There were challenges during the transition
For example…….
We fully transitioned OMC at Access’ busiest season on September 12, 2016.
With the combination of …. peak season and the learning curve
Alta’s new CSR’s experienced our historically high call volume,
and …
Our customers experienced longer hold and handle times.
Performance was comparable during peak when managed in-house
Another challenge is the extremely high call volumes on Monday
Next slide

6. Recovery After peak: Identified gap areas Provided refresher training
Immediate improvement to performance
Achieved performance goals
After peak season…….
Alta was able to recover by identifying performance gaps
They initiated refresher training to CSR’s,
and Immediately achieved positive CSR performance
And achieved KPI’s

7. FY17 Weekday Call Volume CS and OMC queues
The following graph represents the total calls in queue……
hour by hour
Call volume doubles on Monday’s…..In comparison
to weekday averages during the morning peak hours from 8:30am to 10am.
Monday’s are all hands-on-deck days,
And….
In spite of the increased staff at Alta.
The Monday call volume continue to be a challenge, especially during peak hours.
Next slide

8. FY17 Monday Average Initial Hold Time CS and OMC queues
This chart represents the time that it takes the CSR to answer the call
by average seconds AND hour by hour
Monday’s …..tend to generate a high number of calls, historically for all calls centers, in comparison to the average week day
Because most customer service centers are closed on the weekends.
Our trends dictate….
that we have the highest number of applications, complaints, and TAP card calls on Mondays
which all take time to address.
During the same peak hours of the day our average speed of answer can easily spike beyond the 3 minute threshold,
although……. as shown we are averaging
2 minutes and 18 seconds to respond to the customer.
Next Slide

9. FY17 Monday Calls On Hold > 5 CS and OMC queues
This graph represents the percentage of calls on hold exceeding 5 minutes, by hour ,
Again, this is in comparison to average Monday’s and weekdays.
As you can see our most challenging times are
the first and last few hours of the day
As you can see
The spikes are consistent by hour on a Monday and the average week day ….
This data is also consistent with peak operational performance. trends
The average number of calls on hold during peak hours, due to high call volumes can easily exceed the goal….up to 25%.
Next Slide

10. Overall Performance CS and OMC queues
Standard
YTD
Offered Calls -
432,953
Answered Calls
357,622
Average Hold Time
180 sec
138
Calls On Hold > 5 Min
10%
15.9%
Average Call Duration
300 sec
307
Abandoned Calls
7.5%
This chart represents the YTD – Key Performance Standards……
Alta is meeting performance for
Average initial hold time, also known as average speed of answer
At 138 seconds…..or 2 minutes and 18 seconds
Remember this KPI was previously 5 minutes when managed internally.
we are also meeting the abandoned call standard under 10%
At 7.5%
However…..
we are over the 10% standard for….
Calls on hold over 5 minutes ……at 15.9%
We are 7 seconds above the standard for the Average call duration
The KPI is 300 seconds or 5 minutes
We are confident that we will continue to see sustained improvement, as we go forward to meet YTD KPI’s
Next slide
YTD as of 3/31/17

11. Monitoring Access– Quality Assurance Review calls
Audit Rider360 tickets & annotations
Alta - Quality Assurance
Review calls, audits & coaching
Internal Quality Assurance team conducts quarterly audits
Weekly Operations meetings at Alta
Review of KPIs; overall, by-hour
Review performance gap areas for improvement
There are quality assurance measures in place for monitoring overall call quality and agent performance….
at Access and Alta
For example,
We randomly monitor live and recorded calls
to include auditing tickets and annotations in our Rider360 customer database
Alta conducts similar audits; however, they provide direct staff coaching
Alta also has an internal auditing method,
whereas their internal quality assurance team conducts quarterly spot-checks
to assure consistency for each of the teams they manage
The Project Director, Annette Arriola and I meet weekly
to review performance
and ……..to implement solutions
to ensure service expectations are met.
Next slide

12. Improvements Additional 22 CSR’s
Implementation of call back feature for CS
Approximate hold times versus number in queue
Adoption of Where’s My Ride (WMR) App
We are very pleased with the improved customer service experience since the transition.
Alta has hired another 22 CSRs; increasing their staff to ~80 CSRs to supplement the high call demands at 165 calls offered per hour.
A “Call Back” feature was implemented Friday, April 14, at ALTA
so that our customers do not have to wait in the CS queue.
Instead, customers can opt to have a call back without losing their place in line
This option will ultimately mitigate the wait times for our customers.
Alta has also added approximate hold time versus the number a customer is in queue
so that a customer can decide if they would like to wait or opt a call back
As you have previously heard, the WMR App will be implemented for all regions , September of this year. We welcome this change, as it will positively decrease the number of calls and hold times,
Any customers without a Smart phones after the implementation of WMR will be answered directly by our Providers.
At that point, OMC can truly address emergency situations and the immediate needs of our customers,
This will allow us to have additional resources provided for our customer service needs.
We will continue to identify any gaps in our service to implement service improvements.
This concludes my presentation and I will be happy to respond to any questions that you have at this time.