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  4. E-470 Customer Service Center Operations

E-470 Customer Service Center Operations

Operating the Customer Service Center for 27 years, WSP delivers the gold standard among similar customer service operations with KPIs consistently at greater than 97 percent.

Location

  • Denver, Colorado, USA

Project Status

  • Ongoing

For over 27 years, WSP has held the contract to operate the customer service center (CSC) for E-470 Public Highway Authority and Colorado Department of Transportation ExpressToll. Established hand in hand with the E-470 construction, WSP addressed all tolling back office operations and became the client’s trusted partner.

During our tenure managing the CSC, we facilitated the shift to cashless tolling, integrated license plate tolling support and incorporated administrative law court processing into our scope of work.

In partnership with our client, WSP has consistently achieved exceptional customer satisfaction (98.9 percent), first call resolution (98.8 percent), and employee retention (97.7 percent). Our key performance indicators including our trainings programs ensure accountability and performance. Viewed as an industry gold standard, E-470 has had visitors from more than 150 agencies and tolling partners from around the world.

WSP provides a comprehensive suite of back-office call center support functions, encompassing customer service center staff, walk-in center staff, remote workforce management, commercial back office (CBO) account management support, business processing services, financial processing services, data analytics, image review, correspondence handling, key account handling, workforce forecasting, scheduling, training, administrative court proceedings, traffic management, and traveler support.

Toll Annually
$200M+
Customer Contacts Per Year
1.5M+
Transponders Fulfilled Per Year
500k+
Roadside Assists Per Year
13k+
Images Reviewed Per Year
23M+
I am emailing you because I wanted to let someone know what a positive experience I had. The CSR knew all of the answers to my questions and talked me through all of the steps I needed to follow, giving me options along the way. They were knowledgeable and so kind and I hung up the phone being so impressed and grateful. Sometimes I feel like customer service just isn't what it use to be, so kudos to you all for keeping that as a value.

Other challenges that we have overcome