Florida Turnpike Enterprise (FTE), a unit of the Florida Department of Transportation that operates toll roads in the US state, has announced a five-year customer service operations partnership with mobility solutions provider Emovis.
As part of the agreement, Emovis will will establish, configure, staff and operate customer service centres throughout Florida’s Turnpike, a 511-mile system of limited-access toll highways used by more than three million FTE customers daily.
It is estimated that some 2.3 billion toll transactions on Florida’s Turnpike system will be processed in fiscal year 2024, with approximately 5% annual growth anticipated for the foreseeable future.
To support this, Emovis will upgrade traditional customer service with a suite of communication options that enable FTE customers to receive support through their preferred channel.
For example, when customers require personal assistance, interactive routing technology quickly transfers the call to a representative with the appropriate skills and tools to resolve their issue on first contact.
According to Emovis, this not only drives operational improvements, such as reduced call volumes and handling times, but enhances employee morale and productivity.
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“Our customer service solution centres on ensuring minimal effort for motorists, providing high quality support and communicating in a human and compassionate way,” said Christian Barrientos, Emovis’ CEO.
“We are committed to a level of transparency that promotes a deep collaboration with FTE and other stakeholders as we drive toward a new standard for improved customer experience.”
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