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Training Outline
• General goals of a call center
• Regulatory requirements
• Sensitivity Tips
• Helpful Strategies
• Technology’s Role
3
Common Questions
• I need to book a ride
• Where’s my ride?
• Where’s the bus?
• Where’s the stop?
• How do I get there?
5
Accurate Information
• Correct information
• Real-time information
• Clear understanding of system
7
Positive Public Perception
• Promotes ease of use
• Display positive interactions
• Customer seen as important
• Fills a role that websites cannot
8
Hold Times
• Excessive hold times in Paratransit operations may
form a “capacity constraint”
• Agencies should work toward “minimal hold times”
per FTA findings
10
Measuring Hold Times
• Differentiate by call types– “Where’s my ride?” vs. “What bus do I take?”
• Maximum Allowable Hold Time– A recommendation: 95% in 3 minutes, 99% in 5.
• Hourly Average– Take averages for each hour of operation (9 – 10 AM,
10 – 11 AM)– A recommendation: 95% < 1 minute 99% < 2 Minutes– Smaller increments of time = More accurate measure
11
“Where’s my Ride?”
• A vital service for riders
• Requires quick response
• Requires accuracy
• FTA focus on these calls
12
Disability-Specific Customer Issues
• Disability affects communication
• Being prepared to help any caller is key
• Sensitivity is imporant
• Technology is also useful
16
People Who Are Deaf
• Telephone Relay Service– Speak as if speaking directly to the person– Close statements with “go ahead”– Wait for replies
• Video Relay Service
• Chat-type systems– Many companies employing these for the general
public
• TDD/TTY
17
People with Impaired Speech
• Patience is key
• Don’t feign understanding
• Repeat, ask for verification
18
People with Cognitive Disabilities
• Variety of Conditions– TBI– Other Neurological Issues– Dementia/Aging– MS
19
More on People with Cognitive Disabilities
• Speak in clear sentences
• Adapt complexity of speech only in response to theirs
– No “baby talk”
• Break down steps into smaller pieces
• Phrase questions in a neutral way
• Respect a person’s independence
20
Reducing Tension in Conversations
A fact: Some people call when they are upset
Another fact: Good customer service can help resolve tension
Some tips:
•Remain calm
•Lower your voice, and the speed of your speech
•Repeat a key phrase to demonstrate understanding
21
If Anger Persists
• Assure the caller you will do all you can to be helpful
(but don’t promise more)
• Don’t try to engage in a rationalizing argument
• Try not to speak in platitudes (“I know it’ll work out in
the end.”
22
A Word on Abusive Callers
• You don’t have to accept abuse
• Set limits– “If you stop shouting, I’ll stay on and try to help
you”
• Remain calm
23
More on “Where’s My Ride” calls
• Understand the tense nature of the situation– Strike an empathetic tone
• Providing more information helps customer feel
empowered– Where is the vehicle? – How many more stops? – Vehicle numbers, identifiers
• Confirm passenger location
26
Secondary Holds
• Primarily in “Where’s my Ride” situations
• Check back with caller regularly
• Avoid in reservation calls
• How to track– Random checks of call recordings– Secret Shopper
• Use hold music or information audio
27
Workload Management
• Keep maximum load for once call taker to 3 lines
• Avoid Voicemail
• Avoid Limits on Number of Trip Requests– Not as efficient as it seems
28
Partner Cooperation
• Close connection between call-takers and service
providers
• Staff co-positioning
29
Call Abandonment
• Call Abandonment can be a sign of trouble
• Play music or information while on hold
• Don’t drop calls at closing time
30
Automatic Call Distributors
• Ability to gather data – Measure maximum hold times– Backup call takers, routing as needed– Ability to display a “Scoreboard”
32
Interactive Voice Response (IVR) Systems
• Promotes accurate responses
• Can extent hours of operation
• Reduces workload on call takers– Track number of calls that go through IVR
33
Automatic Vehicle Locator (AVL) Systems
• Promotes accurate responses
• Extends hours of operation
• Help relieve many “Where’s my Ride” calls
• Call-out systems can help ensure buses meet
passengers
• Web-bases systems
• Text message alerts
34