At Provide A Ride communication is paramount. Let us know how we can serve your needs.
Provide A Ride’s Call Center, located in Cleveland, prides itself on our ability to operate within any time frame our discerning customers require and meet each of their unique needs by building a custom-tailored program to accommodate accordingly.
Utilization of the latest technologies in call center management allows us to optimize our staffing needs with expected call volume as well as proactively react to alterations using our sophisticated real time reporting software.
Our team of Customer Service Representatives has an abundance of tools at their disposal which guarantee efficient call management resulting in:
Our Dispatch Center is the backbone of our business. Experienced dispatchers and supervisors are available 24/7/365 and are in constant contact with our fleet drivers, clients, and customers to facilitate a smooth experience for all involved and handle any issue that may arise.
Dispatchers, managing trips that are currently in progress, are equipped with sophisticated software coupled with our cutting edge communication system, including GPS tracking and data sharing, assure quick response time, streamlined transportation transactions, and prompt issue resolution.
Client satisfaction and compliance are the focus of our Quality Assurance staff. Using a strong customer survey program and “mystery rider” audits (submitted anonymously) quality assurance is a daily function that touches all aspects of Provide A Ride operations. When passengers express any form of dissatisfaction and/or submit a complaint, it is researched and addressed immediately and appropriate actions taken. Our Quality Assurance functions are constantly measuring and reporting our performance.
Experience shows that when working to ensure the highest level of quality, we truly need to be in every vehicle on every ride to know exactly how we are doing. Sounds impossible, but it isn’t. ALL Provide A Ride vehicles are equipped with on-board cameras that record both video and sound to ensure safe, reliable, and timely transportation.
Fraud, waste, and abuse are critical concerns so we take a proactive approach to combatting fraudulent abuse of our services by verifying customers, monitoring eligibility, confirming appointments, and providing clients with customized travel restrictions.
Additionally We believe that reducing fraudulent use of transportation services is imperative for a healthy and mutually sound program. If fraudulent activity is suspected Provide A Ride adheres to the following communications protocol:
Compliance and fraud reports are tailored to include the level of detail requested by the customer and request for reports are at the behest of the customer.