Port Authority proposes to add interactive phone system

Anticipating a spike in phone calls when it launches its new ConnectCard electronic fare system next year, the Port Authority of Allegheny County (PA) plans to add customer service representatives and is considering an interactive phone system. “When people become too frustrated for any reason, they’ll stop using public transportation,” said spokesman Jim Ritchie. “We’re trying to maintain, and grow, the ridership we have.” The $800,000 system would provide 24-hour customer service, and allow callers to access automated schedule information and to check their smart card balances. During regular business hours, callers would have the option to speak with a customer service agent or use the automated phone features. Link to full story in Pittsburgh Tribune-Review.

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