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News : WSDOT Call Center Wait Times Up with I-405 Tolling
Seattle, WA, USA, Oct 7, 2015 -- The state transportation department says it received a record number of customer service calls due to the launch of the Interstate 405 Express Tolls. That led to long waits on hold that frustrated customers.
WSDOT said on Sept. 28 – the first Monday of tolling on I-405 – its customer service center handled nearly 7,000 calls. That’s the most ever for one day. The average wait time that day was 24 minutes. WSDOT says it expected the extended wait, added staff, and extended hours.
Calls gradually decreased last week to 5,200 last Friday with hold times of 15-20 minutes but rose again to 6,200 on Monday, according to WSDOT.
The Bellevue customer service center had over 700 customers on Sept. 28, down to 360 this past Monday.
Email requests have increased from 250 per day to nearly 1,000 per day, according to WSDOT.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don’t Just Record Your Agents
More Editorial From Washington State Department of Transportation
About Washington State Department of Transportation:
The Washington State Department of Transportation (WSDOT or WashDOT) was established in 1905. The agency, led by a Secretary and overseen by the Governor, is a Washington governmental agency that constructs, maintains, and regulates the use of the state's transportation infrastructure. WSDOT is responsible for more than 20,000 lane-miles of roadway, nearly 3,000 vehicular bridges and 524 other structures. This infrastructure includes rail lines, state highways, state ferries (considered part of the highway system) and state airports
Published: Thursday, October 8, 2015