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     NEWS & EVENTS

Mobility Reservation Call Abandonment Rate

Definition: Measures the percentage of customers who terminate a call while waiting in queue to make a MARTA Mobility reservation.

Performance (May 2016 and Fiscal year-to-date):

In May, did not meet the Target; the actual being 18.00%. Agent availability issues and increased call volume posed challenges to the service delivery.  

Actions:

  1. Optimize agent shift scheduling
  2. Encourage customer use of the automated telephone system and website to monitor and cancel trips
  3. Encourage customers to call during non-peak hours
  4. Promote subscription trips 



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