veolia transportation, on-demand division field support services march 12 th, 2012
TRANSCRIPT
![Page 1: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/1.jpg)
Our Contact Centers
Veolia Transportation, On-Demand DivisionField Support ServicesMarch 12th, 2012
![Page 2: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/2.jpg)
Customer CareCarol Raines-Gibson, GM, Tampa Contact Center
![Page 3: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/3.jpg)
Overview
Locations Staffing Scheduling Redundancy and
Emergency Plan
![Page 4: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/4.jpg)
CSR Levels
Customer Service Representatives Shortened to CSR
Pay Scale Proficiency and
Aptitude Cross Utilization
![Page 5: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/5.jpg)
Call Statistics
4 Million Inbound Calls - 2011Seasonal Call FlowCall Type
![Page 6: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/6.jpg)
Integrated Voice Response Unit Also known as
“IVR“ Call Types Call Reduction in
Contact Center Customer
Interaction
![Page 7: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/7.jpg)
Reservations
Volume by Source: Web: 57% Contact Center:
43%
Prepaid Reservations Provide advantages
to Customer and Driver
![Page 8: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/8.jpg)
Regional DispatchAllison James, GM, Tampa Regional Dispatch
![Page 9: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/9.jpg)
How Do Reservations Flow?
Integrated Vertical Software system
This system simultaneously handles: Reservations Dispatch Operator
Management
![Page 10: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/10.jpg)
Service & Volume
4 East Coast Cities with multiple products
296 vehicles total 511,194 trips in
2011 alone
![Page 11: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/11.jpg)
Dispatch Team
Roles: Dispatchers (Approximately 30 on team) Lead Dispatchers Operations (Ops) Supervisors General Manager
Pay Scale Matches current industry standards Different levels, from Dispatcher
Assistant up to Lead
![Page 12: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/12.jpg)
Tampa Team
![Page 13: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/13.jpg)
Dispatch Process
Policies and procedures allow us to dispatch from hundreds of miles away by utilizing: Auto Routing to create routes Auto Dispatch System so drivers can bid
on tripsWatching Flight Data
System is integrated with flight tracking data system
Dispatchers track customer arrival via “Get Flight Info” feature
![Page 14: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/14.jpg)
Managing Vehicle Arrival
Operators are able to bid on return trips while de-boarding passengers.
Monitoring outbound reservation and flight status which enable us to: Better manage
resources and Quickly move
vehicles to the airport
![Page 15: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/15.jpg)
Advanced Reservations
Increased advanced reservations means: We can be more prepared for them as
they arrive Shorter wait times at the airport
![Page 16: Veolia Transportation, On-Demand Division Field Support Services March 12 th, 2012](https://reader035.vdocuments.us/reader035/viewer/2022062806/5697bf761a28abf838c80918/html5/thumbnails/16.jpg)
Thank You