Answering phone calls from solid waste customers can be a full-time job if you let it. But today’s municipalities and haulers are realizing that the right combination of software and vehicle video capability isn’t just a boon for drivers and supervisors: It helps customer service representatives save time on calls, too. Here are four ways video for solid waste fleets does just that.
1 | Prove a cart wasn’t out on go-back requests
When someone calls to say a driver missed their collection, oftentimes municipal waste divisions will return to collect the cart regardless of the reason, despite the added cost to the city. Lack of a single source of truth at the curb means customer service representatives can’t effectively enforce important waste guidelines for set-out times and cart placement.
Time-stamped video from every collection point, available to back-office teams in real time, allows service representatives to see when a cart was blocked or not out — and share this information with callers.
2 | Show a customer why they are being charged extra
No one likes taking calls from people who are upset because they think they’re being overcharged.
When service representatives can share video from the curb with the caller, they can see the amount of material they placed at the curb — and the tenor of the conversation changes. Video also makes exchanges like these shorter and eventually reduces them altogether.
After implementing Routeware, several cities have been able to implement new collection guidelines within the city code. For example, the City of Loveland, Colorado, created a closed-lid policy that requires drivers to pass up overfilled carts. In turn, the policy lends weight to the city’s existing pay-as-you-throw program, which requires households with more trash than will fit into their cart to purchase the next size up and results in greater revenue.
3 | Check the facts when someone calls to complain about your driver
When someone calls to say they saw your driver speeding or otherwise being unsafe on the road, video lets service reps take a closer look at the situation right away.
If it wasn’t your driver, they can clear the air — and help keep your team in good public stead.
If your driver wasn’t following the rules, video gives supervisors a way to start the conversation, as well as the evidence they need if disciplinary action is necessary.
4 | Get easy access to video and more — right inside your route management system
Municipal call centers and the front desk of the solid waste department are busy places. The people taking the calls are usually juggling several demanding, time-sensitive tasks. Streamlining their workflows will reap rewards in efficiency, not to mention reduce frustration.
Routeware’s fleet management solution allows customer service representatives to view account information and route progress, as well as photo and video, from a single interface. No more loading multiple programs or toggling between windows.
Bonus: Cut down future call volumes
Every municipality and hauler has a “frequent flyer” or two: The customer with more complaints than average, who really needs to learn to adhere to waste program guidelines.
When service representatives make callers aware that photo and video is being captured at the curb, repeat offenders quickly learn that unfounded complaints won’t work any longer — and they stop calling, adding time back to the CSR’s day.
Learn more. Is it time to equip your customer service team with video? Let’s talk!
