About the Call Center Challenge
APTA's Call Center Challenge recognizes the outstanding efforts of APTA member transit system call center personnel. Each February, in conjunction with APTA's Marketing & Communications Workshop, the best public transit call center personnel face off in a competition to crown the best in the industry. Participants are challenged with real life call center scenarios and judged on their ability to resolve each scenario in a friendly and professional manner.
Is North America’s number one public transportation telephone customer information specialist working in your organization?
APTA’s Call Center Challenge is your opportunity to showcase the talents of your dedicated behind-the-scenes employees.
APTA’s fourth annual Call Center Challenge is a national competition that will crown the best in the industry.
Who’s Eligible
The Call Center Challenge is open to all APTA member transit system call center personnel.
Call center personnel are defined as employees who handle incoming calls relating to trip planning and/or customer service issues.
**Transit systems are responsible for all travel related expenses for final contestants.
Application Process
Each transit system may have one call center operator participate in the pre-selection phone interview process.
All interested personnel must complete and return the official application by December 16, 2011.
Pre-Selection Phone Interview Process
All applicants meeting the eligibility requirements will be assigned a time for his/her pre-selection phone interview with members of APTA’s Marketing & Communications Committee. The tentative dates for the pre-selection phone interviews are January 10 and 11, 2012.
During the phone interview, contestants will be asked a series of general “get-to-know-you” questions and will be required to resolve two common customer call center inquiries.
At the conclusion of all phone interviews, the judges will determine the seven finalists to compete in the final competition in Miami.
Final Competition
The final competition will take place in front of a live audience at APTA’s 2012 Marketing & Communications Workshop in Miami, Florida, on February 28. Finalists will be presented with three randomly selected customer service scenarios and will be judged on their ability to handle each inquiry. The contestant with the highest score, as determined by a panel of APTA member judges, will be named public transportation’s best telephone customer information agent.
Return completed application form via fax to 202-496-4321 or email to lking@apta.com.