Outsourcing customer service is a common strategic move for public transit agencies looking to improve rider experiences while managing tight budgets. While the core mission of a transit agency is moving people, the specialized nature of modern customer service channels (social media, 24/7 chat support, and multilingual needs) often exceeds the capacity of in-house agency teams. DiRAD has proven experience working with transit agencies across the country, including New York City’s MTA, improving rider experience on multiple levels.
Move People More Efficiently (Advanced Tech)
Modern riders expect support from multiple channels, not just a “Contact Us” phone number at the bottom of your app or website. Advanced technology that seamlessly integrates with your existing systems is a must. While you might already have an app with real-time tracking, the omnichannel support of phone, email, live chat, and social media monitoring is a huge expense to build from scratch. Agencies can avoid those costs as well as those associated with recruitment, training, and office space for a large customer service team by outsourcing their staff.
Plus, it can not only save you money, but time. Using advanced reporting with AI-driven metrics like sentiment analysis and trend tracking, agencies can identify pain points like where a bus route or fare system is failing faster and more accurately based on real-time feedback. DiRAD implements the Genesys Cloud platform’s open APIs and deep analytics to make it all happen.
Specialized Expertise (Paratransit + Smart Translator)
Public transit must be accessible, which introduces a lot of complex service requirements. Many outsourcing providers specialize in services like Paratransit, ensuring agents are specially trained in the legal and sensitivity requirements of the Americans with Disabilities Act. They also often provide agents with options for interacting with non-English speaking riders, like DiRAD’s Smart Translator technology, so riders can receive the same level of support as everyone else – a key requirement for most federal funding.
Scalability & Flexibility
Transit agencies experience volatile call and message volumes depending on any major service disruption, weather, or large-scale public event. Having technology and service in place that can handle a spike in call/chat volume by 200% or more in a single hour is crucial. Outsourced providers can quickly scale staff up during emergencies or peak seasons, like university move-in weeks or festivals. Providing that kind of around-the-clock support in-house is expensive due to shift differentials and overtime, but outsourced providers, like DiRAD, can provide support more cost-effectively and design it specifically to your agency’s needs. For example, Hampton Roads Transit of Virginia needed a solution that provided support for callers with simple queries that didn’t clog up phone lines for their already busy agents. DiRAD specially developed a solution that would accept natural language commands while also filtering the background noise of callers on busy streets or train platforms.
Transit agencies are unique in that they need support that can be as flexible and diverse as the services they offer. While most think of weather and service disruptions for trains and buses, we know that transit customer service teams also need to be specially trained to handle calls about lost and found, fare info, other alternative transportation offerings like bikes or scooters, and much more.
While the benefits of scalability, technology, and cost-predictability are compelling, they are only realized when the vendor truly understands the urgency of public transportation. For a transit agency, the “cheapest” solution often becomes the most expensive if the vendor lacks the nuance to handle an angry rider on a rainy night or the complexity of a paratransit reservation. DiRAD comes with a track record of experience with the MTA, Hampton Roads Transit, and many others. We’re a provider that will protect your agency’s reputation and help build rider trust.
Contact us today to see how we can help!