Rescuing Our Customers from Hours of Waiting (and Hold Music)

In King County, a little change in the way the Transit customer service team handles calls has reduced hold wait times by hundreds of hours.

This is a great example of how we’re using data to track how well we’re serving our customers, then observing and changing how we work in order to improve.

(Update: Since this video was made, the team has continued to improve, shaving 16 more seconds off calls. In total, customers have been spared more than 200 hours of waiting and hold music a month!)

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