Transportation America grows, its phone system stays up to speed

Transportation America is a family-owned and operated company that provides transportation and related services, including paratransit and ambulance services, for multiple public and private sector clients in the surrounding area. In 2011, Transportation America won a contract to provide shuttle services for the Miami-Dade Airport

Customer Needs

To meet the communication needs of a high-volume call center and overall business—now and in the future.

Solution Components

CT Solutions upgraded Transportation America’s phone system to the Mitel MiVoice Office system and assisted in consolidating its call center into one central location over time.

While the company was poised for growth, its existing phone system—which included approximately 85 phones that weren’t oriented for a call center—was in need of an upgrade.


Challenges

For Transportation America, quality phone service is a top priority. The company’s high-volume call center can average anywhere between 18,000 and 22,000 calls per day. Of those calls, 25 percent are received between 3 and 5 p.m. (5 p.m. is the reservation deadline to schedule transportation for the following day). Because Transportation America serves a public entity, it is required to meet specific service levels.

“As long as they have high-speed Internet access, they can take their phones to any location and continue operating.”

“They have contractual obligations to maintain low abandon rates and hold times,” says Nelson Rodriguez Business Development Manager of CT Solutions South, Transportation America’s systems integrator. “If the county starts getting complaints from customers saying it takes forever or ‘I can never get through,’ they’re held accountable for that. So a strong customer management tool was critical for them.”

Besides growing their service offerings, the company also purchased more real estate in the area, adding new locations, including a training facility and a garage for vehicle repair and fueling, which would all need to be networked into the new system.

In researching a solution that would meet their current as well as future needs, call center general manager Zev Naiditch had several other requirements in mind as well. “We needed something that was easy for the contact
center end user to do adds, moves and changes as well as have excellent visual tools,” Naiditch says. “And we needed to be able to add new phones and have the system work with our existing phones as well.”

Solution

To accommodate its expansion, Transportation America built out an 85-seat call center at its corporate office. CT Solutions recommended MiVoice Office because of its ease of use, scalability and its inherent call center features. In February 2012, phase one of the project began with the implementation of the new system to replace their legacy phone system. A few weeks later the Airport Shuttle call center was implemented and began operations. A month later, their new shuttle service came online, and in the spring of 2013, the company consolidated its phone system under one umbrella, bringing the paratransit call center to the corporate office and doubling the number of phones. Naiditch wanted a hybrid system that accommodated older equipment and still offered IP telephony capabilities. 

“This allowed us to utilize our existing wiring and have old phones able to be used in the new setup,” Naiditch says. 

The new IP telephony capabilities provide greater flexibility and enable all the locations to be networked together. 

“That’s a big thing for them because they don’t have to worry about having phone service through a different location or another building or entity that they acquire,” Rodriguez says. “As long as they have high-speed Internet access, they can take their phones to any location and continue operating.”

The new system also includes Mitel MiContact Center Office, a contact center software suite that displays realtime stats describing what’s happening in the call center— including calls on hold, calls in the queue and average hold time. Supervisors can monitor big-screen displays and determine whether they need additional agents to log in or need to add agents with different skillsets, such as those who speak English, Spanish, Creole or all three. “The ability to have on-demand reports and statistics showing you what’s going on is crucial,” Rodriguez says.

They also have a voice-recording solution that records their calls for quality assurance.

“If someone complains, the client can pull the recording and email it to the county officials who handle the complaints so they can easily review the call in question,” Rodriguez says.

Results

The addition of the Mitel platform and the call center consolidation have not only resulted in improved service and ease of use, but cost savings as well. Adds, moves and changes that can cost $150 to $200 each time can now be handled by the end users in the call center—a feature Naiditch values. But it’s the reliability that matters most at the end of the day.

“This system takes a beating with a huge volume of calls, and it’s been very stable,” he says. “We don’t have any problems at all. The system can take a lot.”

Next Steps

As Transportation America continues to grow, its platform will scale with the company

“With this particular system there’s a substantial amount of growth potential,” Naiditch says. “We can quadruple in size and still have it work well.”

The company has also begun to utilize features they didn’t even know that they had, including Meet-Me Conferencing, the system’s internal conference bridge. “They didn’t know they had it until a couple of months ago, and we’ve helped them bring it into play,” Rodriguez says. “The system is growing with them in ways they hadn’t even anticipated.”

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