We are excited to announce that we have launched new features to our Call Center phone System to enhance our member experience.
Callback Feature: If the current wait time exceeds 2 minutes, the phone system will present you with the option to receive a call back, rather than continue holding. If this option is selected, you will be prompted to confirm your contact number or enter an alternate phone number for the call back. You will receive a call back from a MART representative within 24 business hours between the hours of 7:00am – 8:00pm EST. The call back feature CANNOT be used for same day or next day trips.
Position in Queue: If the wait time exceeds 2 minutes, the phone system will alert you as to what number position you are in the queue.
We have also updated our Member Services page to now include all the resources and information you may need regarding your PT1 Transportation. The Call Center Recordings have been revised to reflect this new page, located at: hstrides.mrta.us/memberservices
In addition, the “Estimated Wait Time’ is now displayed on the home page of our website for members to reference.