Call Center Services
First Transit has extensive experience working with a variety of specialized transportation service call centers, including:
- ADA Paratransit call centers
- Travel Training call centers
- Medicaid services
- Non-Emergency Medical Transportation (NEMT) Brokerages
- Coordinated human service agency transportation operations
“First Transit is a pleasure to work with they are responsive, courteous, knowledgeable and take pride in the service they provide.” — Customer Feedback
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ADA Paratransit Call Centers
First Transit offers a call center service that is solely dedicated to ADA compliance. This sector of call center assists our clients with compliance and ensuring all ADA Paratransit passengers are eligible for the service as well as scheduling rides, taking reservations, and processing trip requests.
Travel Training Call Centers
Travel Training Call Centers are centered around people with disabilities establishing more independence by offering to show them the ropes of Fixed Route services that they would be able to utilize in addition to the Paratransit options available to them.
What We Offer
First Transit provides our clients with dependable, customer-service oriented call center services. Within our capacity as a call center provider, we proudly offer the following services to our clients:
- Dispatching
- Reservations
- Scheduling
- Efficiency and logistics planning
- Eligibility management for paratransit services
- Integration of TNC (Transportation Network Company) service through partnerships with Lyft and other providers
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SUCCESS STORY: DENVER RTD PARATRANSIT CALL CENTER SERVICES
Denver Regional Transit District (RTD) is the regional public transit agency in the greater Denver, CO area. It operates over 2,300 sq. miles and serves more than three million people. First Transit began providing fixed route service to three of the four Denver RTD fixed route contracts in 1988. Beginning in 2002, First Transit took over operations for the Paratransit Call Center. This call center is the central hub for all paratransit reservations, dispatch, scheduling, and customer calls.
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Why First Transit?
Our national Call Center experience consisting of stand-alone and combined with
paratransit services – over 90 paratransit systems that can include
a call center function allows First Transit a unique insight into call center operations.
Industry Leader
First Transit is the only paratransit industry provider that has a standalone ADA paratransit call center division with 10 standalone ADA paratransit call centers and over 90 paratransit service locations that can include paratransit call taking functions. This in-depth and cross-functional expertise positions First Transit as the best service provider for call center services.
Training Program
At First Transit, customer service is in everything we do. It is ingrained in the way we interact with passengers, how we respond to their feedback, how we operate our services, how we handle our day-to-day responsibilities, and how we serve our clients. To achieve this, we train our staff to identify with customers’ needs and expectations. Furthermore, everyone in our company is empowered to do whatever it takes to exceed expectations. Everyone has an opportunity to positively impact a customer. That’s the First Transit way.
Innovative Technology
While nothing is more important than an experienced, well-trained call center workforce, the right technology tools provided through First Transit’s Innovate First Technology program can have a strong impact on customer service, performance, and efficiency. We know that the future of the transit industry relies on remaining - and keeping our customers - on the cutting edge of technology. Technology has, and will continue to, revolutionize the transportation call center industry.