Just about every industry makes use of contact centers, and these days most contact centers are looking to call-recording solutions to help improve operations. While one might not expect call recording and public transit to have a common link, MATA Transit—the public transportation agency for the Memphis, Tenn., area—is an instance in which it does. Among its standard transportation operations, MATA also provides a curb-to-curb service called MATA Plus, which travels just outside of the company’s fixed route service. The company serves special needs, elderly, high school, college and everyday customers alike.
With so many workers and customers to take into account on a daily basis, MATA found that it was strained under its call recording solution, a standalone system that “sometimes worked, sometimes didn’t,” according to MATA’s senior IT manager, Tommy Wallace. The company received complaints from customers, bus operators and in-house users regarding the patchy service until, finally, MATA sought a new solution.
“We have found SIP Print (News - Alert) to be more reliable, much clearer,” Wallace said. Besides upgrading from analog to digital when the company was using the previous call recording solution, SIP Print was MATA’s first attempt to solve the problem, and it didn’t need to look any further.
Better service quality was not where improvements ended when MATA switched to SIP Print, either. The new call-recording solutions also allowed MATA to target specific calls in its customer service call center, as well as in the MataPlus reservation center. “With SIP Print, you can search for one call or several calls with ease,” Wallace added.
Call recording software can be instrumental in settling disputes, and MATA found that with SIP Print’s solution, the company began to significantly cut down on “he said, she said” arguments from bus operators. Plus, as Wallace pointed out, “Our customers now had a better tool to help us improve our customer service,” by taking advantage of call recordings as both a training tool for agents to improve support, and as a tool for worker discipline.
Ultimately, MATA was able to revamp its customer service and better resolve conflicts and confusion between workers using SIP Print’s call recording software. Because SIP Print attached directly to MATA’s new phone system, it was a simple solution to implement. “There were no third-party appliances or physical hardware to touch,” Wallace concluded, adding that it “fits right in the rack with the rest of your routers and switches and access is browser-driven.”
Edited by Rory J. Thompson