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American Public Transportation Association

 Call Center Challenge

About the Call Center Challenge

APTA's Call Center Challenge recognizes the outstanding efforts of APTA member transit system call center personnel.  Each year, 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. The tenth annual Call Center Challenge is an international 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 customer service issues and/or trip planning.

(Transit systems are responsible for all travel related expenses for final contestants.)

Application Process

Please note, each transit system may have only one call center operator participate in the pre-selection phone interview process. 

All interested personnel must have a MyAPTA account login (this can be created at the time of submission). For this year, applications are accepted through December 8, 2016.

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Preliminary Round Phone Test Process

Applicants will be contacted (via contestant and supervisor email addresses submitted on the online application) on or before Thursday, December 15, 2016, regarding next steps. 

All candidates who meet the eligibility requirements will receive a time for a pre-selection phone test where contestants will respond to various customer service scenarios, tentatively scheduled for December 19 & 20, 2016.

During the phone test, 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 the preliminary round, a panel of APTA member judges will select five finalists for the final competition in Tampa, Florida at the 2017 APTA Marketing and Communications Workshop, February 26 – March 1, 2016. 

Final Competition

The final competition will take place in front of a live audience at APTA’s 2017 Marketing & Communications Workshop, in Tampa, Florida. Finalists will be presented with 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, and the Call Center Challenge champion.

Contact Stephen Kendrick at skendrick@apta.com with questions.​​​

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