Contact Center Representative Robert Studebaker
The Lighthouse for the Blind, Inc. has been contracted by the Seattle Call Center Service team from First Transit on a Quality Assurance Pilot Program. The Lighthouse Contact Center team is tasked with reviewing and scoring the team’s recorded calls with transit customers and developing a set of scoring metrics. The Lighthouse team also provided training recommendations, resulting in each customer-facing employee going through a series of training videos and helped in developing stronger telephone scripts. As the pilot program progressed, the team’s QA scores began to improve, along with the overall quality of telephone service.
What began as part of First Transit’s community engagement efforts has morphed into a successful working relationship. By working with customers to evaluate the quality of service, rather than using a commercial surveying company, the program has helped the team to recognize customer’s expectations and set the highest customer standards.
The program has also allowed the Lighthouse to expand employment opportunities for people who are blind in the Seattle area through its Contact Center.