The world is moving faster than ever, and with that comes the need for transportation systems that can keep pace. Tolling operations play a crucial role in ensuring the smooth flow of traffic and funding critical infrastructure projects. But behind the technology and infrastructure lies a crucial element: the people. Building a strong, engaged team is essential to delivering exceptional customer service and achieving operational success.
From recruiting and hiring personnel to managing daily operations, we lead high-tech customer service centers (CSC) for tolling authorities across the country. We understand that tolling operations are more than just transactions; they're about connecting people and communities.
We believe that by empowering people, we can deliver exceptional experiences for our clients and the communities they serve.
Here's how to build a cohesive CSC team and foster a culture that drives retention, productivity and organizational reputation.
1. Lead with Empathy
Customer service roles can be challenging. Leaders who recognize these challenges, empathize with concerns and take action to address them build trust. Being present, viewing mistakes as learning opportunities and showing respect sets the stage for success.
“When you manage with an inclusive and positive mindset, it’s contagious,” says Areeb Seraj, WSP vice president and site manager for the Ohio River Bridges customer service operation. “That’s how you get everyone on board.”
2. Connect to a Greater Purpose
Every organization has a purpose that goes beyond daily tasks. Connecting CSCs to a larger mission — such as powering regional economic vitality through improved mobility — empowers customer service teams. They become integral to achieving that vision, not just processing transactions.
“Teams move in unison when inspired by a vision and responsibility that transcends the job,” says Sayda Elmore, WSP associate vice president and director of the Orange County Transportation Authority’s 405 Express Lanes in Southern California.
3. Celebrate Success
Recognizing achievements, big and small, fuels a positive culture. Whether it's a team goal, a training certification, or a personal milestone, celebrating wins reinforces a sense of accomplishment and camaraderie.
“When we get outstanding customer feedback, we share it with the entire team,” says Ann-Marie Mulgrew, WSP senior consultant and director of the Minnesota Department of Transportation’s Golden Valley Customer Service Center. “It’s an easy way to recognize great work and express gratitude for the team’s effort.”
4. Invest in Growth
Providing opportunities for professional development strengthens teams. From software training to developing management best practices, investing in employees' growth demonstrates a commitment to their success.
“We recently scheduled skills develoment workshops for our team, a small thing that meant so much to them,” said Seraj. “When you teach people, develop them, they’re going to find that invaluable and you see that reciprocated in their work.”
The Power of a Thriving Culture
The impact of a strong team culture can be felt far and wide. Managers and staff at Denver’s E-470 CSC were recently surprised and delighted to hear popular local radio hosts praise the team’s customer service. “They’re the nicest people on the planet,” said Jamie White of KALC-FM’s the BJ & Jamie Morning Show. The hosts praised the team’s sincerity, helpfulness and commitment to resolving customer issues.
“Great customer service starts with an organizational culture that puts frontline workers first, celebrates them and supports their careers,” says Susan Ermisch, vice president at WSP and director of the E-470 Public Highway Authority’s CSC in Denver. “It’s the foundation for an unbeatable team.”
When we prioritize our people, we create a ripple effect that extends to our clients and the communities they serve. A strong team culture fosters exceptional customer service, drives innovation, and ultimately, helps us shape a world where mobility is seamless and communities thrive.
