Performance (April 2026):
The average customer call wait time was 99 seconds in April 2026, which did not meet the target of 60 seconds or less.
As anticipated, the call centers were impacted by the system-wide communication and launch of MARTA’s major projects that impacted customer travel patterns and method of fare payment (NextGen Bus Network, Reach launch and Better Breeze transition). This resulted in a high increase in call volumes and required additional resource support to handle the capacity.
In April 2026 the call volume was 50% higher than the average monthly call volume over the preceding 12 months.