APTA invites call center personnel at member public transit systems to register by Dec. 18 for the third annual Call Center Challenge, a national competition to determine the best in the industry. The competition defines these individuals as employees who successfully handle incoming calls relating to trip planning and/or customer service issues with grace and good humor.

All applicants who meet the eligibility requirements will receive a time for a pre-election phone interview with a panel of APTA member judges, tentatively scheduled for Jan. 7 and 8, 2010.

At the conclusion of all phone interviews, the judges will select seven finalists to compete in the national competition in Fort Lauderdale, FL, in front of a live audience at the 2010 APTA Marketing and Communications Workshop, Feb. 21-24. Judges will present finalists with three randomly selected customer service scenarios; contestants will be assessed on their ability to respond well to each inquiry. The participant with the highest score, as determined by the APTA judging panel, will be named public transportation’s best telephone customer information agent.

All interested personnel must complete and return the official Call Center Challenge application, available here. More information is available from Lesa Rair.

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