Real Results with MAI Voice
About the Client
Accurate Reporting with Data Management Technology
Customer Profile
I-PASS is a prepaid toll collection system. Every toll lane on the Illinois Tollway is equipped to accept I-PASS, which can also be used on the Chicago Skyway, the Indiana Toll Road, and in 15 states by more than 25 toll agencies where E-ZPass is accepted.
Market
U.S. - Electronic toll collections for Government
Challenge
Manage customer service and fulfillment operations for I-PASS during its most vigorous growth phase.
Expertise in Call Center Services
Success with MAI Voice's Call Center Services
Scenario
Needed Inbound Call Center Services
The Tollway needed a reliable, single source business partner to take over the call center and fulfillment operations connected with its automated toll payment system (I-PASS). The successful candidate would be able to reduce costs, improve service levels for nearly 1.9 million I-PASS customers and reduce transponder delivery times, as well as provide for a smooth transition of the business from The Tollway’s current vendor.
Approach
Call Center Technology Solutions
Within 45 days of being awarded the state contract, MAI Voice envisioned, constructed and implemented a plan to transition the program into its own operations and created seamless links between the call center, fulfillment center and Transcore (the transaction database). The plan involved the careful marrying of MAI Voice’s own technology with existing systems, as well as set up, scheduling and training within the Response Management and Integrated Fulfillment Centers.
Benefits Summary
Increased Call Handling Efficiency, Accuracy and More with Integrated Call Center Solutions
MAI Voice was up and running with the I-PASS customer service/transponder fulfillment program in half the time originally allotted for start-up. Within 90 days of taking over the program, call volumes increased 250% in response to an announced increase in tolls for customers who did not have I-PASS transponders. Because MAI Voice’s plans were built around scalability, MAI Voice was able to quickly meet the increased demands.