Customer Success Story: Transportation America
“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. And we needed to be able to add new phones and have the system work with our existing phones as well,” Zev Naiditch, Call Center General Manager, Transportation America
Headquartered in Miami-Dade County, Fla., 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.
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. Because Transportation America serves a public entity, it is required to meet specific service levels. To meet the communication needs of a high-volume call center and overall business—now and in the future, they turned to their Partner CT Solutions.
CT Solutions upgraded Transportation America’s phone system to Mitel MiVoice system. They also helped consolidate their call centers into one central location. Mitel MiContact Center displays real-time 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 agents with different skillsets, such as those who speak different languages.
The implementation has gone very well with the customer seeing the following benefits:
- Cost savings
- Improved customer service
- Increased reliability and stability
- Able to monitor call volume and results real-time
- Solution that can easily scale with company growth
- Able to handle increased call volume