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Customer Service Call Center Update

Customer Service Call Center Update. Background. June 2015 - Comprehensive Operational Review of Customer Service October 2016 – Consolidation of all customer service functions to single call center – ALTA Average cost per call dropped from $5.24 to $3.63 $1,000,000 savings annually

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Customer Service Call Center Update

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  1. Customer Service Call Center Update

  2. Background • June 2015 - Comprehensive Operational Review of Customer Service • October 2016 – Consolidation of all customer service functions to single call center – ALTA • Average cost per call dropped from $5.24 to $3.63 • $1,000,000 savings annually • Spring 2018 – • Board recommends formation of Customer Service Working group • Access retains consultant to assess current Customer Service Call Center model

  3. Customer Service Working Group • Board request to form working group to evaluate effectiveness of customer service function • Retained Delta Services Group to evaluate and elicit feedback • Site visits to ALTA and service provider sites • Met with Working Group in July and October • Initial Findings • Too many passengers call OMC for ETAs • OMC is courteous but needs authority to resolve problems

  4. Recommendations from Delta Group Short Term (1-6 months) • Enhance Access monitoring of Alta/OMC • Station Access Staff @ Alta* • Standardize Provider ETA response/accountability* • Reinforce “first call resolution” from customer with Providers • Develop OMC/ETA monitoring, reporting and KPI* • Revise call center scripts and train staff* • Provide additional training to OMC staff • * Already in progress

  5. Recommendations from Delta Group Medium Term (6-12 months) • Customer Campaign: Call providers for ETA • Reinforce OMC culture of “problem solving” • Study OMC structural options • OMC needs enhanced authority and control • OMC pinnacle operating authority • Present periodic updates to CAC, TPAC and Board • Amend scope of work requirements and/or develop new request for proposals in 2019

  6. Specific Changes Implemented Related to Immediate Service Issues • Service Providers • Revised ETA process • ETAs provided within 20 minute window • Customers not placed on hold calling for ETAs • 20 ETA calls per region monitored each month • ALTA OMC • ETAs provided within 20 minute window • First ETA is provided through WMR reducing time on hold for ETA • Back Up Trips • Revised SOP to empower OMC staff • Encourage staff to use judgement vs. procedures • Revised call review process with revised rating system and ALTA follow up

  7. ETA Trending with Service Providers

  8. ETA Trending with ALTA OMC to Service Providers

  9. Next Steps • Access staff person on site at ALTA/OMC • Receive final report from Delta • Use recommendations from final report and working group to develop RFP for Customer Service Call Center & OMC • Continue monitoring: • KPIs • Trending from changes to ETA process with service providers and ALTA • Continue to present periodic updates to CAC, TPAC and Board

  10. Questions?

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