The Toll Roads’ Customer Service Excelled in 2018 with 90 Percent Customer Satisfaction Rate

Customer service snapshot reveals high level of customer satisfaction for The Toll Roads’ Call Center and Walk-In Center

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:

  • FasTrak®, ExpressAccount® and One-Time-Toll® customers reported an A rating for overall customer satisfaction (4.6 out of 5)
  • 86 percent said they would recommend The Toll Roads to friends and family
  • Average wait time in 2018 was less than two minutes, contributing to the high satisfaction ratings
  • 25 percent of account management – customers opening accounts and updating account information such as name, address, payment method, license plate, etc. – are managed through the Call Center
  • The Toll Roads’ Irvine Walk-In Center currently handles about 3,300 walk-in customers and process 11,000 electronic and paper correspondence

“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:

  • Selected Faneuil as the Agencies’ customer service center operator to provide the staffing and management for The Toll Roads’ day-to-day customer service operations
  • Launched PayNearMe, allowing customers to process payments at 7-Eleven locations across the nation. The PayNearMe system is a seamless interface with The Toll Roads’ back office system to post payments to appropriate customer accounts
  • Revamped TheTollRoads.com website and streamlined the One-Time-Toll payment process enabling customers to simply enter their license plate number to pay for tolls
  • Enhanced The Toll Roads’ app to increase functionality and improve usability which is now enjoyed by over 135,000 users every month 

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.

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