Contact Center Pipeline December 2025 | Page 36

Our technology improved as well. As soon as it became available, an automatic call sequencer was installed in August 1979. This allowed the caller to hear a pre-recording and then they were placed on hold in order of sequence. We put in a Datapoint computer that provided over 124 pages of information regarding vessel and terminal details.

Of note, Gulf Islands reservations could be made seven days a week from 8 am to 5 pm. To assist the traveling public, also to curtail the number of“ no-shows,” clerks in the center were available to accept Gulf Island cancelations from 6 am to 10 pm daily.

In 1986, the Reservation Centre moved to Victoria, B. C., on Fort Street on the edge of downtown, and then in 2011 to our current location on Blanshard Street, in the Atrium Building. We also renamed ourselves the Customer Service Centre( CSC) to reflect the full service we provide on all our routes, terminals, products, fares, and schedules for our customers.

In 2020, COVID-19 created the need for us all to work remotely, and though we have transitioned back into the office, our agents now have the benefit of a hybrid experience, working from home or from our Atrium location.

HANDLING BOOKINGS FOR THE DIFFERENT TYPES OF CUSTOMERS MUST REQUIRE CONSID- ERABLE BEHIND-THE-SCENES SUPPORT. HOW DO YOU PROVIDE IT?

Zoe: While passengers enjoy the scenic journey across British Columbia’ s coastlines, there ' s a dedicated team working behind the scenes to ensure everything runs smoothly: no matter the size or complexity of the booking.

Our Key Accounts team quietly manages over 250,000 reservations each year on behalf of our Commercial and Travel Trade partners, playing a vital role in keeping people, goods, and services flowing seamlessly between the mainland, Vancouver Island, the North Coast, and the Sunshine Coast. We also support many overwide requests for travel of some very large vehicles to / from Vancouver Island.

But their work doesn’ t stop there. From coordinating travel for large groups and B. C. student field trips to organizing baggage carts for foot passenger groups, the team’ s scope is as vast as the waters they help navigate. They even handle the unique logistics of the film industry, booking travel for production crews, coordinating onboard shoots, and arranging vessel charters to meet filming needs.

And when the unexpected happens- whether it’ s a weather disruption or another operational hiccup- this team steps in to manage cancelations and rebookings, ensuring that customers are taken care of with speed and care. It ' s detailed, fast-paced work that rarely makes the spotlight, but without it, the whole system wouldn’ t sail so smoothly.

WITH BC FERRIES OPERATING IN SEVERAL DISTINCT ENVIRONMENTS, DOES THIS RESULT IN VARIATIONS IN THE TYPES AND NATURE OF CUSTOMER CONTACT?

Clare: It does! And here’ s how:

• Our Mainland- Vancouver Island routes will involve more booking-related calls with all types of travelers.

• We will see a lot more commuter calls for our Sunshine Coast routes.

• Our minor routes, serving the Gulf Islands, are primarily non-bookable, so we’ ll get a lot more general questions for that region.

• The northern routes are a mix of locals travelling for various personal needs and tourists visiting from far-flung locales.

Our agents are extensively trained to handle calls on all these routes and regions and have a robust understanding of the many different questions our customers may have regarding their travel.

DOES THE CSC CONNECT WITH OTHER POINTS OF CUSTOMER CONTACT, SUCH AS THE TERMINALS ' STAFF?

Rhonda: When issues arise at the terminals or on board vessels, our Team Leads in the CSC are available to assist [ onsite staff and ] crew members with customers in real time, helping to resolve situations and ensure customers can continue their journeys.

36 CONTACT CENTER PIPELINE