Since it’s Customer Service Week, we thought we’d share with our riders some highlights of what UTA’s Customer Service team does for our riders and the community, every day.
Customer Service at UTA consists of 46 employees that work in our call centers, lost and found, fare sales and on social media.
Our Call Center provides a variety of rider information. They help folks plan trips, answer questions about how the UTA system works and connects them to additional resources when needed. They are directly linked to all of our schedules, routes and notifications. They are an incredible resource! The Call Center is open from 6 a.m. to 7 p.m. Monday – Saturday. They take 20,000 calls a month, which equals about 850 calls a day and roughly 100 calls per person, per day.
Our Customer Feedback team addresses concerns, complaints, compliments and questions regarding our FAREPAY card. Every call they take is tracked, reported and shared with relevant decision-makers. They take 3,000 calls a month, about 125 per day, plus approximately 30 emails a day. They are available from 6 a.m. to 7 p.m. Monday – Friday and 8:30 a.m. – 5 p.m. on Saturdays.
Customer Feedback and the Call Center is staffed with people that speak five different languages and UTA also uses translation services that support 125 languages.
We have four physical Customer Service locations, with three of those offering Lost and Found services. UTA processes over 19,000 lost and found items per year. We have a tight process to make sure items are securely and quickly sent to a lost and found office.
For providing service on social media we have specialized positions called Customer Communication Social Media Specialist. These folks keep riders abreast of any changes to the system that will affect their ability to use the system. They provide updates via Twitter and address concerns and questions via Twitter and Facebook Messenger. They send out about 900 tweets per month and answer about 40 messages every day.
We hope through our robust customer service team our riders feel heard, supported and empowered to use their public transit system. If you have been helped by one of our customer service employees in the past, maybe take today to give them a shout out using #CustomerServiceWeek.
See www.rideuta.com/Rider-Info/Customer-Service for more information about Customer Service at Utah Transit Authority.