After my rant yesterday about how the Ventra customer service team can't even deliver on a promise to call back its customers, I got a note from a CTA spokesperson who wanted me to remind me that CTA President Forrest Claypool wasn't happy with the quality of the calls being answered either.
So Claypool directed that Cubic Transportation Systems bring in Convergys, a leading national call center company, to monitor call center performance and recommend quick improvements to enhance the quality of the call centers. Cubic is paying for these services.
And remember, the CTA is paying Cubic $454 million to implement the Ventra payment system over 10 years, including the rollout and customer service agents. So to be clear, it's not CTA agents answering (or not answering) those calls for Ventra help. It's a company that Cubic hired.
"Convergys is a nationally known customer service management company with major clients including AT&T, Macy’s, Cisco and DirectTV," the CTA spokesperson said in an email. "Convergys has dispatched its staff on site at Cubic call centers, where the company is monitoring all aspects of its call center operations and suggesting improvements to ensure that Cubic is following call center industry best practices – and, most importantly, provide all callers with top-notch service."
Convergys just started work today and is providing daily updates to both Cubic and CTA.
UPDATE on the problem that forced me to call Ventra customer service in the first place:
After calling three straight days starting last Tuesday and being promised three different call-backs, I finally did get a call-back at 9:30 p.m. Sunday. But I was asleep.
When I called back tonight, I noticed for the first time I was given the opportunity to take a customer service survey at the end of the call. Not sure if that's new with Convergys, but it's the first time I was offered the survey in four calls to the call center.
I then talked to a very polite and knowledgeable service rep who helped me right away. She said she had been working Ventra customer service since the beginning of the project a few months ago. I told her I wish I had gotten her on the phone the first time!