Treo Contact Center Operations – Vancouver, Canada
Tolling operations began in December 2012. During its ramp-up phase, the Port Mann Bridge AET project saw a dramatic increase in account openings from about 65,000 in September to 223,134 in November where we managed call volume averaging 2,900 per day. We managed over three million customer accounts through a full-service contact center until September 2017.
As part of this joint venture, Egis was in charge of the following:
Multi-channel Customer Service, including a call center opened 17h a day, 364 days a year, leveraging an efficient web-based self-service, social media channels and community events animation during specific marketing campaigns including:
- Tag fulfillment and inventory activities
- Customer account management process
- Revenue collection and invoicing for both registered and un-registered customers
- Image review process for video and un-registered customers
- Registration hold/release interface in case of outstanding debt
- Managing interoperability with the Golden Ears bridge to deliver consolidated billing to the customers
- Full range of financial management and reconciliation tasks
- Quality management system that is to be ISO9001 compliant
- On-going compliance with PCI-DSS Level 1 banking industry standard for a safe handling of customer cardholder data
Egis was instrumental in implementing interoperability between the two public projects with the U.S. State of Washington using the 6C transponders and video tolling. We instituted account vehicle registration with the DMV and managed transponder issuance from procurement to disposition and reconciliation.
We successfully achieved customer satisfaction levels at an average of 96% for personal accounts and 91% for business accounts.