The NTTA added a new T1 line in January to boost the number of calls its Customer Service Center can handle at one time. A T1 line is a fiber optic phone line that can carry about 60 times more data at once than a typical copper phone line. The change means fewer callers will receive busy signals while trying to get up-to-date roadway information, open or maintain TollTag accounts, or resolve ZipCash payments.

 

John Bannerman, director of customer service for the NTTA, said calls to the Customer Service Center increased by 41 percent between early December and Feb. 1. The increase came after the NTTA conducted an end-of-the-year blitz to collect unpaid tolls. On average, the team of customer service specialists takes about 9,000 calls per day. The new T1 line allows 23 more callers to queue up at once.

 

Callers may access automated, self-help options for quick service or choose to talk directly with a customer service specialist.

 

Bannerman said about 60 customer service specialists will be added to the team this year, which will further increase the number of calls handled at one time and reduce customer wait time.

 

For customer convenience, the NTTA has also expanded its weekend hours to be able to serve more customers. The Customer Service Center, located at 5900 W. Plano Pkwy in Plano Pkwy., is open from 7 a.m. to 7 p.m. for customers wanting to manage their accounts in person, by e-mail or on the phone. The expanded hours do not apply to the TollTag store, located at 12300 Inwood Rd. in Dallas.