The Delaware Department of Transportation (DelDOT) and TransCore have been honored with the 2016 Call Center Award of Distinction for the management of the DelDOT E-ZPass Customer Service Center and the Division of Motor Vehicles Call Center.
The Association of TeleServices International (ATSI) recognized the center’s operations for customer service that sets new standards in the call center industry and represents the “Best of the Best.” The award was presented at the 2016 ATSI Annual Conference in Tampa, Florida.
The Call Center Award of Distinction was developed 14 years ago to improve the overall quality of the call center industry. Over a six-month period, the ATSI measures the skills of agents throughout North America and the United Kingdom, focusing on those longer, more complex customer calls.
An independent panel of judges scores call-handling skills, assessing courtesy, etiquette, response time, and accuracy.
“TransCore has always understood our focus on service and continues to work with us in designing and managing creative solutions to technical challenges,” said Delaware Secretary of Transportation Jennifer L. Cohan. “As a valued partner, TransCore positioned us to become the premier customer service center in the toll industry. They were also instrumental in moving our call center to downtown Dover as part of an economic revitalization effort in our capital city, which has played a big role in bringing energy and growth to the area,”
The Delaware call center processes all of DelDOT’s electronic toll collection transactions, and services over 300,000 E-ZPass customer accounts. Each month, the center manages more than 40,000 tolling calls, 22,000 DMV calls, 1,100 walk-in customers, and 1,200 web chats. The state decided to handle its own E-ZPass work after problems with another state that was handling the accounts.
TransCore first partnered with DelDOT in 2003 to introduce 24/7 customer support. In 2013, DelDOT and TransCore achieved an industry milestone, creating the first E-ZPass Call Center to be combined with a Division of Motor Vehicles Call Center.
The Delaware call center has won numerous customer service center awards, including a Toll Innovation and Excellence Award bestowed by the International Bridge, Tunnel and Turnpike Association and a Best of ITS Award by the Intelligent Transportation Systems of America.
