APTA | Passenger Transport
November 22, 2010

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NEWS HEADLINES

APTA Seeks Applicants for Call Center Challenge

APTA invites call center personnel at member public transit systems to register by Dec. 17 for the fourth annual Call Center Challenge, a national competition to determine the best in the industry. The competition defines these individuals as employees who handle incoming calls relating to trip planning and/or customer service issues.

All applicants who meet the eligibility requirements will receive a time for a pre-selection phone interview with a panel of APTA member judges, tentatively scheduled for Jan. 10 and 11, 2011.

At the conclusion of all phone interviews, the judges will select seven finalists to compete in the national competition in San Diego, CA, in front of a live audience at the 2011 APTA Marketing and Communications Workshop, Feb. 27- March 2.

Finalists will be presented with three randomly selected customer service scenarios. Challenges from last year included an individual seeking advice on trip planning (someone who had never taken public transit before); general questions, such as asking whether a bus provides car seats for infants; and the best way to respond to irate customers (“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?”).

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 online. More information is available from Jack Gonzalez.

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