Call Center Management

Call Center Procedures are a collection of activities.  Transit Services Group defines all activities in a step-by-step Activity Book. We will work with your company to develop the Call Center Procedures and activities specific to your business.

Communication

The role of the Call Center is to facilitate communication with your customers. It is important to use the best call center technology available. Transit Services Group uses the latest virtual call center application where customers can call, text, or email agents to manage trips. Call Center Agents can also schedule virtual meetings where customers can use video and shared screen resources.

Call Center Organization is shown by the following and can be tailored to your specific business needs:

Phone System Capabilities

Dial Plan Example

Call Queue Plan

Supervisor Dashboard

Call Report Summary

All calls can be set to be recorded. This includes both outbound and inbound calls; calls made from extensions and phone applications. Calls transferred to external numbers are not recorded.

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