1. Access Reservation Script
September 10, 2019

2. Reservation Script
The Access Reservation Script is a guide for call takers to follow with the goal of:
Streamlining the reservation process
Collecting all necessary trip information
Ensuring quality of call
This script allows for Operations Service Monitors to audit based on some of the items detailed in the script.

3. Reservation Script
I broke up the script over three slides and what I want to point out about this script is that it gets to the meat and potatoes of the reservation process., the opening, conformation process and closing.
We know that we have three different scheduling softwares so we wanted to stick to what was auditable amongst all three.

4. Reservation Script

5. Reservation Script

6. Variations from the Access Script may occur when scheduling:
Script Variations
Variations from the Access Script may occur when scheduling:
Transfer Trips
Parents with Disabilities Trips
Access To Work Trips
Standing Orders
Though there may be variations in the script for these types of calls, CSRs are expected to open and close the call using the same greeitngs.

7. Moving reminder items to the hold message such as: Being at the curb
Possible Script Improvements
Moving reminder items to the hold message such as:
Being at the curb
The 20 minute window
Having exact fare ready
Next Day service only

8. 5M Scheduling Platform
Eastern, West Central and Southern Regions

9. Trapeze Scheduling Platform
Northern and Santa Clarita Regions

10. Adept Scheduling Platform
Antelope Valley Region

11. Feedback
Questions or Comments

12. Thank you for joining us.