The CTA on Monday directed the Ventra vendor to double its customer service staff to meet call demand, a spokesperson said in an email to CTA Tattler.
“The call times that many customers are experiencing are unacceptable, and we apologize for the inconvenience,”said the CTA’s Brian Steele.
Ventra customer-service call volumes have been much heavier than expected. For example, by mid-afternoon Monday Ventra phone lines had more than 10,000 calls. But Steele urges riders to listen to the self-service prompts and not just press zero right away to get to an operator. “Many people are simply pressing “0” without hearing all the options available,” Steele said. “That puts them in the longer general queue, vs. a shorter one that could help them more quickly.”
For example, on Monday – which is usually the highest call-volume day for any call center – 7,500 people pressed zero to talk to a live operator. Their average wait time was 33 minutes.
- 2700 people activated their card via the automated system, with an average wait time of 4 minutes. (Be sure to read my post about “How to activate if you don’t have activation email.” And: CTA Ventra card activation: How to do it right.”
- 240 people registered their cards over automated system, with an average time of less than 5 minutes.
Time marches on, and more and more CTA customers are switching to Ventra. The CTA this weekend surpassed 11 million taps with Ventra, with the contactless pass representing about 34 percent of all rides.
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