IRVINE, Calif. - March 29, 2019
2018 was a busy year for The Toll Roads of Orange County – State Routes 73, 133, 241 and 261 – not only with record-breaking ridership but with serving more than 1.45 million accountholders and processing nearly 2 million incoming phone calls.
The Toll Roads’ Call Center manages more than 135,000 inbound calls and 3,000 outbound calls monthly. A survey is conducted after calls to provide an assessment of customer’s experience and overall customer satisfaction among accountholders and drivers.
Results from The Toll Roads’ customer service snapshot revealed:
“Providing exceptional customer service to residents and visitors who depend on our Toll Road network is a high priority for TCA,” said Aaron Watson, TCA Director of Customer Service. “Over the last few years we have placed an increased emphasis on continued enhancements to our customer care services, part of which is a significant reduction in call wait times. We are pleased to know that our customers appreciate the many enhancements we’ve made to deliver more benefits and conveniences to them.”
In the past three years to support its customer experience, The Toll Roads has:
The Toll Roads will be launching several other customer enhancements and cost saving concepts over the next few months including the adoption of cutting edge technology for transponders. Click here to view the current Customer Service Snapshot.