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First Contact - STC Call Center
"Hello, Senior Transportation Connection, Kristen speaking, how may I help you?" This is the friendly greeting that a caller hears when they first contact with the STC call center. Kristen is one of five reservationists who handles calls and schedule rides customers. But there is much more happening in the call center.
The call center is open from 7:00 AM - 5:00 PM, Monday through Friday, taking calls from customers, drivers, and individuals seeking information. In 2021, representatives have handled over 22,000 calls.
Helping our customers understand specific service information is the primary role of call takers. Serving older adults in over 30 munities, staff must understand the variety of services available. They obtain appropriate personal data, and any general details and specific trip information.
While there are over 12,000 individuals in the database, about 5,000 are active riders. Reservationists also provide a high degree of customer service, and understand that riders may be frustrated keeping up with their appointments, have medical issues, and, perhaps have cognitive impairments. Their best tools are listening and patience. Before the call ends, all parties are confident that the trip is accurately scheduled.
They also work with dispatch and drivers to ensure that clients get dropped off to their appointments on time and picked up when the visit is complete. They make necessary trip adjustments to allow for more time, or change pick up locations.
During the pandemic STC spoke to one passenger five times in one day. The rider called to confirm trips, but on the last call confided that "she was lonely and didn't have anyone else to talk to."
We are glad to be here for all our customers!