Changes in technology and customer behavior continue to drive transformation in the tolling industry. Transformation around the customer experience (CX), associate workflows, and fraud prevention bring new challenges, but also many exciting opportunities.
During a recent LinkedIn Live, “Paving a clear path: A guide to the future of tolling,” TTEC’s tolling experts discussed how tolling agencies can deliver exceptional experiences, for drivers and associates alike, during those moments that matter and make their contact centers more efficient.
Harness real-time data with AI
Data is a crucial component of any strong tolling operation. Collecting as much data as possible – and having AI tools that can make sense of it – is key to providing actionable insights that can inform business decisions.
Look for tools that provide customizable real-time data feeds, advised Michah Hart, TTEC’s director of service delivery for electronic tolling. A good solution will examine many different data points throughout the day and let you focus on your most important KPIs.
Is your agency most concerned about the number of callers waiting in a queue? Average hold times? The number of associates available? The KPIs you prioritize may change over time, so seek out tools with built-in flexibility. Make sure you can keep tabs, in real-time, on the data that means the most to you.
At the associate level, Hart urged brands to leverage AI to provide real-time assistance during customer interactions. Tools like AI-enhanced quality and insights can “listen” to 100% of interactions in the contact center and serve suggestions to the associate in the moment to help facilitate faster resolutions and decrease escalations.
Prioritize security and fight fraud head-on
Since tolling agencies oversee a large volume of financial transactions, security needs to be a top priority. Maintaining a secure environment is even more paramount if you have associates working from home or off-site, said Brian McNiff, vice president of TTEC government solutions.
Look for tools that are compliant with the National Institute of Standards and Technology (NIST). They may take associates a couple extra steps to sign in when their shifts begin, but they offer the most secure protection, Hart said.
And don’t be afraid to explore and invest in high-quality intelligent fraud automation solutions to prevent fraud at large scale without derailing core tolling operations.
But technology alone won’t stop fraud. Employees have an important role to play, too. Ensure all employees taking part in financial transactions are trained on how to properly handle personally identifiable information and how to use fraud prevention tools. Training during onboarding isn’t enough; retraining should happen annually, Hart said.
As an added layer of protection, have a team devoted to continually examining financial interactions between customers and associates. Task the team with identifying areas for improvement and potential opportunities for fraud.
Provide expert, empathetic support
Communicating clearly with customers is essential, especially when it comes to tolling violations. In addition to having quick, easy access to the information they need to resolve issues, associates must be well-trained in soft skills like empathy, said Christopher Cugler, TTEC’s director of operations for tolling.
Customers facing violations are likely to be upset or frustrated, so having associates who can communicate in a transparent and straightforward manner will help. AI-powered tools can help here, too, by providing real-time translation, helping with accent localization, and eliminating background noise so associates and customers can understand each other.
Keep seeking ways to improve
Tolling CX can be a complex undertaking and it’s important to make sure any systems you have in place can communicate seamlessly with each other. When choosing systems to implement, always keep the customer journey top of mind, advised Tarsha Leherr, vice president of TTEC Government Solutions.
Finding and implementing the right technology for your agency takes time, she said, so resist the urge to rush into systems that might not fit your needs. If you can, designate one person or group to manage all external vendors. This will help ensure your systems are cohesive and provide a positive experience for customers and associates alike.
If staying on top of the latest technology and best practices seems daunting, seek the help of a CX partner that specializes in tolling. Working with a partner can be a great way to tap into the people and technology you need to deliver a smooth customer journey.
Get more tips by watching the on-demand webinar, Paving a clear path: A guide to the future of tolling on-demand.
