Performance (April 2026):
The customer call abandonment rate was 12.07% in April 2026, which did not meet the target of 6% or less.
As anticipated, 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.