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Give Your Top Call Center Employee the Recognition They Deserve

APTA’s Call Center Challenge celebrates the outstanding efforts of 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.

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.

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 website account login (this can be created at the time of submission). Applications were accepted through December 6, 2018.

Preliminary Competition

Applicants were contacted (via contestant and supervisor email addresses submitted on the online application) on Friday, December 14, 2018, with the scheduled time of their preliminary round phone call on December 19, 20, 21, 27, or 28, 2018.
 
During the phone test, contestants were be asked to resolve two customer call center inquiries.
 

At the conclusion of the preliminary round, a panel of APTA member judges selected five finalists for the final competition in New Orleans, LA, at the 2019 APTA Marketing and Communications Workshop, February 24 – 26, 2019. All applicants were contacted in mid-January, and about their finalist status

Final Competition

The final competition took place in front of a live audience at APTA’s 2019 Marketing & Communications Workshop, in New Orleans. Finalists were 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, was  named public transportation’s best telephone customer information agent, and the Call Center Challenge champion.

One M&C Workshop ​registration was provided to each of the five finalists.

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

Please contact Stephen Kendrick at skendrick@apta.com with questions.​​​​​​​​​​​

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