Tuesday, March 27, 2012

TriMet changes customer service hours

You can get a real live person at Trimet 238-ride between the hours of 8:30/4:30 weekdays now.

Brilliant move considering that people's commutes last from about 7:00am-9:00am mornings and
4-7pm afternoons.

Of course nothing ever happens during the commute hours that would be of concern to somebody in customer service right?

How many executives does this pork  barrel agency employ who come up with brilliant ideas like this? 

Oh yea I forgot, this is something the public uses so its not necessary.


punkrawker4783 said...

Meanwhile, a much smaller, neighboring transit agency, C-Tran is open M-F: 6am-7pm, and (get this) Sat-Sun: 8a-5p. I think that says something about their priorities.

Al M said...

Truly pathetic.

Erik H. said...

1. How many phone calls does the call center take in a day? How much does it cost per call?

2. How many riders does WES serve? How much does it cost per boarding ride?

I can tell you with absolute certainty that at my work - where I work in a call center - a phone call costs our company about $3-4 per call. At a former employer, I was billing our client around 80 cents per minute with an average handle time of around seven minutes, or $5.60 per call.

WES is around $18 per ride.

You tell me - where do you make your cuts? A service that takes thousands of calls a day that actually generates revenue with each call (as most people who call are riders, and usually one call will result in multiple rides and fares), or a service that has about 800 distinct riders making a round trip that costs the agency about $36 per round-trip to accommodate?

Jason McHuff said...

So, are you saying that WES could be cut as easily as call center staffing can be? Have you looked through all of the contracts with the jurisdictions who funded it, including the Federal government?

And as a person interested in railroads, do you think it should take two people to move what's considered a single locomotive while one person can move a 10-car BART train?

Do you think that rail vehicles should have to be built to tank-like specifications if a good signal system can minimize potential collisions?