IRVINE, CALIF. (May 13, 2005) - The Toll Roads Customer Service Call Center was recently recognized as a "Certified Center of Excellence" by the Center for Customer-Driven Quality at Purdue University, placing the call center among the top 10 percent of call centers evaluated nationwide.Irvine-based VESystems, which provides customer service and toll violations services under contract with the Transportation Corridor Agencies, initiated the certification process in October 2004.
"Customers are getting through more quickly now on our toll-free phone number 1-800-378-TRAK and overall customer satisfaction exceeds 92 percent," said Michael Leahy, TCA Chief Toll Operations Officer. "Call wait times have been nearly been cut in half to just over one minute as a direct result of implementing the recommendations made through the certification process."; "This honor is especially gratifying to have earned this certification in 2005, the busiest year ever for The Toll Roads call center," said Manfred Rietsch, VESystems Chief Executive Officer. The call center handles an average of 2,344 phone calls every day.
In 2004, VES customer service representatives handled a record 600,000 phone calls.BenchmarkPortal, which provides data and benchmarking services for call center management, conducted the rigorous review of the call center operations. The Center of Excellence designation indicates that The Toll Roads Call Center ranks among the top 10 percent of 50,000 customer call centers evaluated nationwide and have successfully met strict measures of performance in the areas of customer satisfaction, operational efficiency, standards, and management.
The Toll Roads are operated by the Transportation Corridor Agencies, two joint powers authorities formed in 1986 to plan, finance, construct, and operate Orange County's 67-mile public toll road system. Fifty-one miles of the system are complete, including the San Joaquin Hills (73) Toll Road from Newport Beach to San Juan Capistrano; and the Foothill/Eastern Toll Roads (241, 261, 133) from the 91 Freeway to south Orange County. On the web: www.thetollroads.com.
VESystems is an innovative electronic toll and data collection company committed to exceeding our customer's expectations through focused utilization of technical and operational experts. VESystems provides industry-leading return-on-investment with proven software and management processes. We create project specific solutions derived from practical, real-world experience utilizing cutting-edge technology. VESystems' passion is to be the dominant provider of world-class software and operational expertise throughout the U.S. and Canada. Established in 2000, the company has grown from 23 to over 105 team members. On the web: www.vesllc.com.
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com. For additional information contact: Susan Hampton BenchmarkPortal, Inc. (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com