INSIDE VIEW
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITHBC FERRIES’ CUSTOMER CARE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
FERRYING EXCELLENT CUSTOMER SERVICE HOW CANADA’ S BC FERRIES CONTACT CENTER HELPS CUSTOMERS GET TO WHERE THEY ARE GOING.
Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences( CXs), including through their contact centers. Each person, in every role- like the contact centers agents- must work together to have their customers( people, including their pets, and shippers’ products) arrive at their destinations safely, on time, and comfortably: in that order.
" OUR AGENTS ARE EXTENSIVELY TRAINED TO HANDLE CALLS... AND HAVE A ROBUST UNDERSTANDING OF THE MANY DIFFERENT QUESTIONS OUR CUSTOMERS MAY HAVE..."
-- CLARE DONNELLY
The transportation operator is there, and they and their employees deliver when everything goes right, providing the type of superb, and yes, fun, CXs you see in ads. They are also there when things don ' t go as planned, such as with bad weather, demand spikes, equipment breakdowns, delays, and mishaps, or when critical staff unexpectedly do not show up.
Ferry companies transport the CX to a different level. They handle most every customer type and mobility mode: onfoot and on a vast range of vehicles from mobility devices to bicycles, motorcycles, cars, buses, trucks, and vans, and with trailers. The vessels operate in daytime and often at night, and in quickly changing conditions. The crews squeeze customers on safely, but sometimes they get left behind.
DECEMBER 2025 33