State of the Art Technology
At Transdev North America, we believe customer service and satisfaction are critical to our success as a service-based company. As a result, our goal is to provide the highest level of customer service. We do this by using sophisticated dispatch systems in all of our operations nationwide. Our state-of-the-art systems enable us to dispatch our cabs efficiently and effectively over our entire coverage area utilizing global positioning systems (GPS). GPS dispatching, combined with knowledgeable drivers, allows us to reduce response time dramatically, improving customer satisfaction.
Communication is Key to Dispatch Technology
The importance of having a modern, well-designed dispatching system cannot be overstated. Our technology allows us to dispatch our vehicles to any location in our service area at the touch of a button. It also allows our dispatchers to see exactly where our vehicles are located, making for more effective communication with passengers. In this way, our call takers can tell our passengers with great accuracy how long it will take for a vehicle to be dispatched.
To facilitate communication, drivers can communicate with the dispatch center through the computer systems that are set up in each vehicle. Our centralized dispatch systems enable our dispatchers to easily contact drivers, providing call and passenger pickup information to an interactive screen in the vehicles. Our dispatch teams can also send messages to the entire fleet at the push of a button. (In fact, we regularly send safety notices and traffic updates through our computer dispatch systems to keep our drivers informed and aware.)
Our dispatch team collaborates with our Driver Managers to determine whether we have the appropriate number of drivers on hand to meet demand. This is very dynamic management oversight and is carefully monitored and modified throughout the day. If additional drivers are needed, we contact them through our communications network.
Call Center Technology
Our call center is available to all patrons, 24 hours per day, 7 days per week, every day of the year, allowing them to call at any time to book a ride or request any information needed. We work with our call center staff to educate them on major area locations so they can handle questions about expected fares.
When agents complete the reservation process with passengers, the information input into the computerized reservation system is instantaneously forwarded to our dispatchers. DDS technology is used to determine which taxis are available for each pickup. Using this modern dispatching system, our goal is 12 to 20 minutes for response time, a level we are currently achieving in all our operations. Our dispatch employees are trained to be extremely efficient in the use of the dispatch system.
Our call center staff is also given a full customer service training program. We understand the importance of providing high levels of customer service over the phone. We strive to ensure that each of our call takers is capable and willing to answer the phone with a smile, and help the caller with any needs they may have.
We also use our call center as the perfect opportunity to get feedback from our customers. We look at feedback as free advice on how we can improve our service and always encourage our passengers to call us with any criticisms or compliments!