About
MARTA

Key Performance Indicators

Average Customer Call Wait Time (in seconds)

Definition: Average Customer Call Wait Time measures the average time a customer must wait before speaking to a customer service representative.

Performance (August 2017):

In August, did not meet the Target; the actual being 80 seconds - a decrease of 9 seconds compared to that in the previous month and an increase of 30 seconds compared to that in August 2016. The ongoing transfer of fare media from the old Blue Breeze card to the new Silver Breeze Card continues to generate abnormally high call volume impacting the call center’s performance.