Improving Customer Experience by Outsourcing Parent Calls

Case Study
Written By Hailey Plaehn
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The
Results

North End Teleservices, LLC (NET)’s engagement with the school district resulted in a single phone number for parents to speak with a trained transportation specialist. These specialists have technical information and processes to answer parent questions, as well as extensively trained skills in customer service and de-escalation tactics. Additionally, the school district now has flexibility to staff up or down in response to issues like seasonality, inclement weather, traffic delays and after school activities. Our geographic location means NET does not complete with the clients labor pool. NET developed contingency plans and processes for unforeseen events such as natural disasters. NET also maintains Quality Assurance (QA) scores of 90% or better.

 
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The
Challenge

 

The school district and their transportation vendor experienced a critical driver shortage at the start of the school year. This required routes to be adjusted and created substantial communication challenges with parents. Multiple phone numbers, points of contact, non-uniform responses and long wait times left parents confused and upset. Unsatisfied parents created potential public relations issues for the school district. Dispatchers were overwhelmed with parent calls, leaving them unable to focus on critical dispatch functions.

 
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Scope of
Services

  • Process mapping, consulting and advisory services

  • Training material development and management

  • Quality assurance process development and management

  • District and bus transportation partner customer service, de-escalation, standards and process training

  • Enhanced customer service experience and improved public relations

  • Telecommunications and reporting strategy

  • Baseline performance and establishment of KPI’s

  • Customer Relationship Management (CRM) development, customization and management

  • Created live dispatch video link

  • NET is FERPA Compliant

 
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The
Solution

 

NET designed and implemented Command Center and Workforce Management operations on behalf of the school district and their student transportation vendor. NET monitors staffing, provides reporting and allocates calls for all three centers.

 

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Hailey Plaehn
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