Call Center Services

The Vendor is required to provide for call center services.
- Customer engagement is a critical part of agency operations. 
- Each month, over 8,000 customers interact with the agency more than 16,500 times through channels such as phone, text, social media, and the online Feedback Form.
- Approximately 90% of this engagement occurs through the agency Call Center, with 80% via phone and 10% via SMS/Text. 
- Roughly 97% of customer contacts consist of inquiries and comments—most are related to schedules and fares. 
- Complaints represent just under 3% of total feedback and are typically about service disruptions, policies, or equipment issues. 
- Commendations account for less than 1% and most are related to personnel.
- With more than 600,000 passenger trips each month, it stands among the nation’s leading commuter rail systems.