July 28, 2014

Fla. paratransit system adds IVR system

Courtesy PBC.Gov

Courtesy PBC.Gov
Fla.’s Palm Tran Connection, the paratransit division of Palm Beach County’s public transportation system, implemented a new, upgraded phone system that enables users to access automated information regarding their door-to-door transportation service 24 hours a day without speaking to a live agent.

Features of the new interactive voice response system include an automated trip confirmation phone call every evening that will list an individual's trip information for the next day. Customers will be reminded of their pick-up and appointment times automatically.

Another important feature for customers is the ability to call the automated customer service line 24 hours a day to confirm or cancel trips without speaking to a representative. Customers also have the option of providing an email address to receive an automated email each evening that lists the next day's trips.

These capabilities will reduce the number of no-shows, missed trips, and same-day or late cancellations for Connection vehicles. They will also reduce the number of incoming calls to Connection, in turn shortening on-hold wait times for customers. Connection's call center handles on average 15,000 calls per week.

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