NTTA Receives International Award for Customer Service

The International Bridge, Tunnel and Turnpike Association (IBTTA) recognized the NTTA for its Customer Driven Management program with the 2010 Toll Excellence Award in Customer Service.

The NTTA implemented Tamer Partners' Customer Driven Management solution allowing real-time customer feedback delivered directly to its employees. Through this program, the NTTA is able to monitor the customers’ experience on the safety, cleanliness and value of NTTA roadways as well as the quality of service provided when contacting the customer service center.
 
“The NTTA is honored to be recognized for a program that ensures accountability with our customers,” said NTTA Assistant Executive Director of Operations Clayton Howe. “The customer driven management program demonstrates our commitment to providing the best service possible to our customers.”

The program also consists of individual action surveys in which customers can comment on areas such as a call center representative’s listening skills, empathy, call control and energy, just to name a few.

“Many contact centers have technology in place to record calls, which is generally owned by a frontline supervisor or separate quality-monitoring group,” said Howe. “The NTTA, in its commitment to being customer driven, instead allows the customer to drive the quality monitoring process.”

The NTTA will receive the award in September during the IBTTA’s General Session of the 78th Annual Meeting & Exhibition in San Diego, Calif.