Job opportunities in this issue's classifieds include a public transit agency president/CEO and executive director of a national program!
 

Iris Bernard-Glover of the Metropolitan Atlanta Rapid Transit Authority took top honors in APTA’s 2010 Call Center Challenge, held Feb. 23 during the APTA Marketing and Communications Workshop in Fort Lauderdale, FL.

APTA sponsors the challenge to spotlight the importance of customer service within public transportation call centers and to recognize individuals who excel in this area.

The judging process began with a preliminary round in January, from which seven finalists were selected to compete in front of a live audience at the workshop. The other finalists were Veronica Salas, Chicago Transit Authority; Michael Moran, San Francisco Bay Area Rapid Transit District; Natarshal Miles, Capital District Transportation Authority, Albany, NY; Sarah Farahani, Southern California Regional Rail Authority (Metrolink), Los Angeles; Judy Mosley, Central Ohio Transit Authority, Columbus; and Sandy Evans, Greater Peoria Mass Transit District (CityLink), Peoria, IL

The annual competition tests call center personnel on their customer service skills in three random scenarios. Judges grade the contestants on their ability to resolve each inquiry, with the top prize going to the one with the highest overall score.

Here are a few examples of the questions that challenged the entrants:

Trip planning. “I got called for jury duty and I have to get to the county courthouse next Thursday morning. I never drive downtown and want to take transit. Can you help me?”

General. “I bought a monthly pass and am going out of the country for the next six weeks. Can I get a refund for the remaining days of the month since I won’t be able to use my pass?” and “I have a one-month-old and have never been on the bus. Do I need to provide a car seat for my baby? Is the bus safe?”

Irate. “I have to wait for at least three trains every morning at rush hour. Can’t you run any more so they aren’t so crowded?” and “When I was boarding the bus this morning, your driver said, ‘Hop on board, sexy.’ I found this very offensive.”

In addition to the Call Center Challenge, APTA’s Marketing and Communications and International Bus Roadeo committees will host a Customer Service Challenge for bus operators in conjunction with the APTA Bus & Paratransit Conference and International Bus Roadeo in Cleveland in May. More information is available from Jack Gonzalez.

Contestants in the 2010 Call Center Challenge include, from left, Judy Mosley, Natarshal Miles, Sandy Evans, winner Iris Bernard-Glover, Sarah Farahani, Veronica Salas, and Michael Moran.

 

« Previous Article

Return to Top | Return to Main

Next Article »