The Tanner Group, 60 W. 200 South, a national telecommunications consulting firm, has completed the final phase to evaluate and redesign Amtrak's nationwide reservation center network, which handles between 35 million and 50 million calls annually at its four centers.
The Tanner Group, which specializes in incoming call center and digital voice and data networks, conducted a national load balancing study for Amtrak.The company recommended Amtrak implement a call network controlled from Washington, D.C., to distribute incoming calls. It also recommended development of a quality assurance program utilizing statistical quality control to better evaluate the centers and their employees and implementation of a quality assurance program to improve the overall efficiency in the way calls are handled in the centers.