IRVINE, Calif. – Faneuil, Inc. was awarded the Customer Service Center Operations contract by the Boards of Directors of the Transportation Corridor Agencies (TCA)- comprised of the San Joaquin Hills (SJHTCA) and Foothill/Eastern (F/ETCA) Transportation Corridor Agencies - to provide the staffing and management for The Toll Roads’ day-to-day customer service operations in Orange County, CA.
The Customer Service Center Operations contract is expected to be a ten-or-more-year agreement with an estimated $100 million value and will include call center operations, customer communications and account management, violation processing, FasTrak® transponder management and payment processing. Currently, the call center manages more than 100,000 inbound calls, 3,300 walk-in customers and 11,000 electronic and paper correspondence each month.
“Customer service is a high priority for TCA and awarding this contract is a significant milestone,” said F/ETCA Chair Ed Sachs and Mission Viejo Mayor Pro Tem. “Faneuil’s well-trained management and vast customer service experience will benefit our customers.”
“Through an extensive procurement process, TCA’s goal was to select a long-term, well-qualified firm who shares the Agencies’ priorities of improving efficiency, productivity, and customer service in a cost-effective manner,” said SJHTCA Chair Ross Chun and Aliso Viejo Councilman. “Faneuil clearly meets this goal.”
“We welcome this opportunity to provide an exceptional customer service experience for Southern California residents and visitors who depend on TCA’s transportation network,” said Faneuil’s President and Chief Executive Officer, Anna Van Buren. “We thank the Agencies’ Directors for the confidence they have placed in us, and we are committed to serving TCA as a dedicated, collaborative partner for many years to come.”
Some key highlights of Faneuil, Inc.’s contract include:
- Offering employment to existing customer service staff to accelerate the transition between operators while ensuring that TCA’s operations are not impacted
- An incentive structure to identify and successfully deliver innovative ideas that reduce costs and enhance TCA’s operations
- Maintaining an optimum level of staffing that adjusts based upon projected seasonal and daily work volumes to ensure compliance with TCA’s performance requirements
- The ability to continuously develop and incorporate best practices from the customer service industry and national operations
Read the full article at Toll Road News.