New Metro Customer Information Call Center Hours take effect March 1 as part of ongoing management efficiency actions
Metro’s Customer Information Call Center will have new hours of operation, effective March 1, as part of Authority-wide belt-tightening measures to reduce expenses. The move reflects a steady five-year decline in call volume as Metro customers moved to electronic channels for information, including wmata.com, mobile apps, social media, MetroAlerts and Metro’s 24-hour interactive voice-response system.
Effective March 1, Metro Customer Information staff will be available for personal assistance during the following times:
Weekdays: 7 a.m. until 8 p.m.
Weekends: 8 a.m. until 6:30 p.m.
Currently, the call center opens at 6 a.m. on weekdays and 7 a.m. on weekends, and closes at 8:30 p.m. daily.
The move is expected to save an estimated $1 million annually, primarily in wages and fringe benefits.
The Customer Information Center has consistently met or exceeded all productivity targets, including call hold and productivity measures, and enjoys a customer satisfaction score of about 85 percent.