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Transit info line wins BC Contact Centre of the Year Award

Transit info line wins BC Contact Centre of the Year Award

The trophy for Call Centre of the Year!
The trophy for Call Centre of the Year!

Wow — last week, the B.C. Contact Centre Association (BC CCA) named Coast Mountain Bus Company’s (CMBC) Customer Information line as the Contact Centre of the Year for 2009!

Check out the press release for the full details. This is the first time CMBC has won this award, and their second consecutive year being nominated. Congratulations, guys!

The Customer Information call centre is open 365 days a year from 6:30 a.m. to 11:30 p.m, and handles all inquiries for the TransLink family of companies.

Sixteen agents are available to take calls, and on average, they handle 6,000 calls a day on a wide variety of topics. (For example, first-time transit users, customers taking transit to unfamiliar places, next bus information, or fare/policy inquiries.) Another 7,000 calls are handled by the automatic voice system.

As well, the call centre is also home to the Customer Relations group, who handles complaints and commendations, and they’ve recently extended their hours from 8 a.m. to 8 p.m., Monday through Friday.