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Call Center Services

Call Center Services

First Transit is the only nation-wide transportation contractor with a dedicated Call Center Division. In addition to our many turnkey paratransit operations that include call center services, our standalone call centers employ over 350 people across North America.  First Transit has extensive experience working with a variety of specialized transportation service call centers, including:

“First Transit is a pleasure to work with they are responsive, courteous, knowledgeable and take pride in the service they provide.”— Customer Feedback

  • ADA Paratransit call centers
  • Travel Training call centers
  • Medicaid services
  • Non-Emergency Medical Transportation (NEMT) Brokerages
  • Coordinated human service agency transportation operations
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transitmgmt-icon_pink-1@2x 350 Employees across North America

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.

Non-Emergency Medical Transportation (NEMT) Brokerages and Medicaid Services

As diabled communities have an increased need for transportation for medical reasons, First Transit offers call center services to help delegate rides for important appointments, preventative care, and other medical reasons. In this circumstance First Transit acts as a broker for the needs of the passengers and works with our transportation network to get people to and from their destinations. 

With so much experience in call center operations, First Transit is prepared to support this function for your transit system.

First Transit prides itself on our investment in our clients, our staff, and our mutual customers through enhancements in training, customer service, operations efficiencies, employee relations, and client and contractor relationships. These areas are the foundation of our lasting client partnerships. 

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
Services

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CASE STUDY

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. In 2018, this call center contract was renewed for an additional five years.

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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.

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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.

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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.

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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.