1. Customer Service Performance Update\
Community Advisory Committee
May 9, 2017

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

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!

4. After Call Survey Results Oct 2016 – Feb 2017

5. Challenges Final phase: Peak Season New CSRs Highest volume of calls
Longer hold and handle times
Monday call volumes

6. Recovery After peak: Identified gap areas Provided refresher training
Immediate improvement to performance
Achieved performance goals

7. FY17 Weekday Call Volume CS and OMC queues

8. FY17 Monday Average Hold Time CS and OMC queues

9. FY17 Monday Calls On Hold > 5 CS and OMC queues

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%
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

12. Improvements Additional 22 CSR’s
Implementation of call back feature for CS
Adoption of Where’s My Ride (WMR) App