An often unnoticed aspect of the international tolling industry is an agency’s interaction with its customers, with the call center acting as the ‘public face’ of its operations. Having previously won transportation industry awards, Delaware has now added an honor from the Association of TeleServices International (ATSI).
The Delaware Department of Transportation (DelDOT) and toll services contractor TransCore have been honored with the 2016 Call Center Award of Distinction for management of the agency’s E-ZPass Customer Service Center and the Division of Motor Vehicles (DMV) Call Center. ATSI recognized the center’s operations for customer service that sets new standards in the call center industry and represents the ‘Best of the Best’. The Delaware call center has won numerous customer service center awards, including a Toll Innovation and Excellence Award bestowed by the International Bridge, Tunnel and Turnpike Association (IBTTA), and a Best of ITS Award by the Intelligent Transportation Systems of America.
The Call Center Award of Distinction was developed 14 years ago to improve the overall quality of the call center industry. Over a six-month period, the ATSI measures the skills of agents throughout North America and the UK, focusing on those longer, more complex customer calls. An independent panel of judges scores call-handling skills, assessing courtesy, etiquette, response time and accuracy. The Award of Distinction goes to those call centers whose agents go beyond the traditional script, displaying clear knowledge of the customer’s account, and completing transaction requirements.
The Delaware call center processes all of DelDOT’s electronic toll collection transactions, and services over 300,000 E-ZPass customer accounts. Each month, the center manages more than 40,000 tolling calls, 22,000 DMV calls, 1,100 walk-in customers, and 1,200 web chats.
TransCore first partnered with DelDOT in 2003 to introduce 24/7 customer support, and implemented a migration of 118,000 accounts in eight days. In 2010, the company upgraded the customer service software platforms to enable enhanced interoperability and reciprocity capabilities, website account creation, video tolling, and an integrated inventory system. In 2013, DelDOT and TransCore achieved an industry milestone, creating the first E-ZPass Call Center to be combined with a DMV Call Center.
“TransCore has always understood our focus on service, and continues to work with us in designing and managing creative solutions to technical challenges,” said Delaware Secretary of Transportation Jennifer L Cohan. “As a valued partner, TransCore positioned us to become the premiere customer service center in the toll industry. They were also instrumental in moving our call center to downtown Dover, as part of an economic revitalization effort in our capital city, which has played a big role in bringing energy and growth to the area.”
Bob Ball, senior vice president at TransCore, commented, “It has been a privilege to work with the Delaware Department of Transportation and Division of Motor Vehicles over these many years. I couldn’t be more proud of our partnership and mutual commitment to providing the very best in customer service.”