Specialized Customer Service - Tailored to the Unique Needs of Every Client

OTS provides customer service for a variety of public institutions with an emphasis on supporting public transportation agencies and their client relationships.

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Providing Patient, Kind, & Compassionate Support For:

ADA & Paratransit Riders
Seniors
Students
Military / Veteran Riders
Low-Income Fare Programs
Individuals with Disabilities

Apply for Permits

OTS assists riders in applying for or renewing special fare permits. OTS can utilize its TransitME Platform to process rider information and issue new fare permits.

Eligibility

OTS is fully trained on each special fare program we service and can provide information directly to the customer on the programs they are eligible for.

Ride Scheduling

For riders already enrolled in special fare programs, OTS can assist clients in scheduling rides utilizing the transit agency's existing systems or in conjunction with a 3rd party partner. 

Supporting Customers Wherever They Need Help

The OTS Way

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Phone Support

OTS develops custom phone trees, scripts, and menus to support clients. We offer 24/7 multilingual support to riders utilizing an on-demand translation line.

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Chat & Email Support

OTS can address customer requests by email and respond acting as an extension of our transit agency partners. We also offer chat support utilizing live agents for web based customers.

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KPI Reporting & Call Analytics

Our transit agency partners want real-time insight into how their customer service centers are performing. OTS offers a custom reporting suite to monitor call KPIs. Customer satisfaction can be analyzed using after call surveys.

Supporting Special Programs is our Specialty

Back Office Support

Our back off application processing systems help clients modernize and streamline their workflows. OTS trains agents to process both electronic and paper applications. Data can be stored in a custom database or one provided by the transit agency.

Once an application is received, Omicron can:


  • Input data into our own platform or a clients’ third-party system
  • Create interfaces with client systems to interact with data
  • Verify application enrollments
  • Generate outbound correspondence to applicants, including renewal notices, acceptance letters, and rejection notices


Modernize & Streamline Your Back Office Processes

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