How to Measure Productivity in a Call Center
At the heart of every successful customer service experience is a well-trained and efficient call center, which can answer incoming calls in a timely manner, route them to the most appropriate person or department, and otherwise enable a quick and effective solution to customers' and clients' calls. We previously introduced training tips for improving call center productivity, so now let’s dive into how to measure success.
Dial-a-ride, also known as paratransit, is a valuable transportation service for seniors, people with disabilities, and those who can't use the standard fixed route transit systems to travel to medical appointments, employment, school, or even just buying groceries. For those not familiar with the dial-a-ride concept, it is generally implemented as an on-demand, door-to-door, or curb-to-curb transportation service. Although the vehicles employed in dial-a-ride services could be as simple as a car or small minivan, many of the vehicles in use are wheelchair-compatible and able to accommodate riders with different physical needs for boarding and unloading. And although many of the paratransit and demand-responsive transport services have an element of qualification for their riders, in line with the Americans with Disabilities Act (ADA), others may offer services to a broader spectrum of disadvantaged individuals.
For businesses, agencies, and organizations which rely on vehicles for moving people or cargo, making service calls, or delivering and picking up cargo, fleet management is a key element for effective and cost-efficient operations. Fleet management services, which can be handled in-house or contracted to a fleet and asset management company, can include a number of different functions, including vehicle maintenance, vehicle financing and acquisition, optimizing fuel efficiency, managing driver behavior, and heading up safety efforts and legal compliance.
For many transit riders, knowing that their bus or light rail will arrive on time both at the beginning of their trip and at their destination can be a huge factor in choosing their mode of transportation, as school classes, work, sports practice, and games, as well as social gatherings all have scheduling expectations. Nobody wants to be late for their commitments, nor do they want to wait overly long for their return trip, so improving on-time performance in a transit service is one way to improve rider satisfaction and potentially increase ridership. Here are a few general directions to head in for improving on-time performance.
Paratransit services are a vital element of modern mobility for many people, who rely on them to get to work, to school, or to medical appointments and more. However, like other areas in public transit today, the paratransit sector is also facing a number of challenges that will need to be met with creative and effective responses in order to remain useful and relevant in 2018 and beyond.