Transit News
February 29, 2008
Virginia Miller
(202) 496-4816
vmiller@apta.com
(Download In Adobe PDF format)
Millie Rosa, an employee of the Rochester Genesee Regional Transportation Authority (Rochester, NY), was crowned champion of the first American Public Transportation Association (APTA) Call Center Challenge on February 26 at APTA’s Marketing and Communications Workshop.
The Call Center Challenge was open to public transportation call center personnel in North America.
More than 70 public transit phone customer service representatives entered the competition. Eight finalists were chosen to compete in front of a live audience.
Finalists were presented with a trip planning inquiry and two additional customer service scenarios and were judged on their ability to handle each inquiry. The winner was the contestant with the highest score. Judging criteria included: professionalism, overall customer service attitude, and the ability to resolve the call.
The purpose of this new competition is to spotlight the importance of customer service in public transportation systems and to recognize those individuals who excel in providing top customer service.
“This competition shows that public transportation is a people business,” said APTA President William W. Millar. “I offer my congratulations to Ms. Rosa as the top winner of the first Call Center Challenge. Her professionalism is to be highly commended.”
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APTA is a nonprofit international association of more than 1,500 member organizations including public transportation systems; planning, design, construction and finance firms; product and service providers; academic institutions; and state associations and departments of transportation. APTA members serve the public interest by providing safe, efficient and economical public transportation services and products. APTA members serve more than 90 percent of persons using public transportation in the United States and Canada.
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