Charlotte Area Transit System (CATS)

NC: CATS Employee Wins APTA Call Center Challenge

The American Public Transportation Association (APTA) crowned Charlotte Area Transit System (CATS) employee Jessica Lanier as the 2014 APTA Call Center Challenge winner. Lanier was announced as the winner of the competition, which was held at APTA’s 2014 Marketing & Communications Workshop in New Orleans.

“When I assist customers with their various plans and concerns, it gives me a feeling of accomplishment,” said Jessica Lanier, CATS Call Center Representative. “Something as simple as telling them the schedule of the next bus or train makes me feel like I’ve made a difference in their world and it gives me a sense of pride. I love to be able to go home knowing that because of the service that I provide, people all over the city are able to go about the day.”

The purpose of the annual APTA Call Center Challenge is to spotlight the importance of customer service within public transportation call centers and to recognize individuals who excel in providing top customer service.  The competition is open to public transportation call center personnel in North America and this year, nearly 60 phone customer service representatives entered the challenge.  Seven finalists competed in front of a live audience and were judged on their ability to resolve customer service scenarios.

“Jessica is consistently one of the top performers in our internal customer service surveys,” said Carolyn Flowers, CATS CEO. “She is always seeking to understand the needs of the customer to make transit options convenient for them, which is why she is a repeat winner of the customer service agent of the month, an award voted on by her peers. We congratulate Jessica on her win of the Customer Call Center Challenge and are proud to have her on the CATS team.”