Our Contact Centers

Veolia Transportation, On-Demand DivisionField Support ServicesMarch 12th, 2012

Customer CareCarol Raines-Gibson, GM, Tampa Contact Center

Overview

Locations Staffing Scheduling Redundancy and

Emergency Plan

CSR Levels

Customer Service Representatives Shortened to CSR

Pay Scale Proficiency and

Aptitude Cross Utilization

Call Statistics

4 Million Inbound Calls - 2011Seasonal Call FlowCall Type

Integrated Voice Response Unit Also known as

“IVR“ Call Types Call Reduction in

Contact Center Customer

Interaction

Reservations

Volume by Source: Web: 57% Contact Center:

43%

Prepaid Reservations Provide advantages

to Customer and Driver

Regional DispatchAllison James, GM, Tampa Regional Dispatch

How Do Reservations Flow?

Integrated Vertical Software system

This system simultaneously handles: Reservations Dispatch Operator

Management

Service & Volume

4 East Coast Cities with multiple products

296 vehicles total 511,194 trips in

2011 alone

Dispatch Team

Roles: Dispatchers (Approximately 30 on team) Lead Dispatchers Operations (Ops) Supervisors General Manager

Pay Scale Matches current industry standards Different levels, from Dispatcher

Assistant up to Lead

Tampa Team

Dispatch Process

Policies and procedures allow us to dispatch from hundreds of miles away by utilizing: Auto Routing to create routes Auto Dispatch System so drivers can bid

on tripsWatching Flight Data

System is integrated with flight tracking data system

Dispatchers track customer arrival via “Get Flight Info” feature

Managing Vehicle Arrival

Operators are able to bid on return trips while de-boarding passengers.

Monitoring outbound reservation and flight status which enable us to: Better manage

resources and Quickly move

vehicles to the airport

Advanced Reservations

Increased advanced reservations means: We can be more prepared for them as

they arrive Shorter wait times at the airport

Thank You