Oakland

Veolia Transport's East Bay Paratransit is one of the USA's largest centralized paratransit brokerages. Veolia Transport assists and administers over 20,000 eligible individuals. It manages multiple service providers and their performance for its two clients AC Transit and BART.

The call center includes a customer service and reservations call center, scheduling, people with special needs eligibility determinations, dispatching of trips to service providers and service provider compliance oversight.

Veolia Transport must provide exemplary customer service to what is an extremely diverse population (Cantonese, Mandarin, Spanish) that meets both the funding entities and our passengers expectations.

• Dispatch trip to subcontractors and optimize vehicle routes.
• Improve passengers' satisfaction with East Bay Paratransit.
• Improve dropped call percentage and allowable hold time for callers.

• Our software schedules the vast majority of trips, selecting the most efficient and effective route.
• Customer data and subscription rides are stored in the system to facilitate the booking process.
• A call back system allows passengers to confirm their pick-up time.
• The call center informs passengers of the fare due and uses a sophisticated back office to reconcile invoices according to customer payment means.

Intelligent staffing levels throughout the day thanks to demand and performance analysis.

A cutting edge telephony system monitors calls allocation, minimizing hold time and handling any overflows.

Regular meetings with supervisors ensure adhesion to clear policies and procedures - including random call recordings - and help identify training opportunities for agents.