Victoria, Australia: Victoria’s public transport call center has celebrated its 5 millionth call, a major milestone achieved in just over three years.

 

Metlink CEO Bernie Carolan said that the call center has helped more people than ever get around Victoria on public transport.

 

“It is Metlink’s job to make train, tram and bus travel easier and our hard working call centre staff have helped us achieve this by providing clear and helpful information to many public transport passengers.

 

“Around 4,100 calls are handled by our call center agents every day and this can increase to around 5,000 when Melbourne hosts a major event such as the iconic Spring Racing Carnival. Our agents take calls on anything from journey planning, timetable enquiries and feedback to reservations for regional rail services.”

 

Carolan added that Metlink is always looking for ways to improve how it communicates with customers.

 

“Every single enquiry and suggestion that we receive helps us improve our customer information and create a better public transport network.”

 

The 5 millionth call was received at 9:41 on Tuesday, November 4, lasted approximately two minutes and was a request for bus timetable information.

 

The call centre offers metropolitan train, tram and bus information on 131 638 and regional train, bus and coach information on 136 196.

 

The call centre employs 75–100 agents at one time and operates seven days a week, from 6am until 10pm.

 

Aegis has operated the Metlink Call Centre since July 1, 2006.

 

For further information on this client, visit www.metlinkmelbourne.com.au/