Call Centre Facilitation
A taxi business is judged on the moment the phone is answered. Think Smart's call centre facilitation gives operators the technology, training, and process scaffolding to make every booking call land cleanly, whether the caller is a regular account customer, a tourist short on patience, or a corporate booker working under time pressure.
Our infrastructure plugs directly into the dispatch platform so agents see real-time vehicle availability, accurate ETAs, and fare estimates without leaving the screen. There is no swivel-chair workflow between systems, which means shorter call times, fewer transfer errors, and a tangible reduction in repeat calls about the same booking.
Training is treated as continuous rather than a launch-week event. Refresher modules, scenario rehearsals, and weekly quality reviews keep agent performance consistent across shifts and ensure that newer team members reach competence in days rather than weeks. We pair this with call-recording tools that surface coaching moments and protect the business in any contested booking.
Multilingual handling is built in, with established workflows for Irish, UK, and continental European callers. Routing rules direct callers to the right language line on the first attempt, which removes a frustrating bounce that costs many fleets bookings every week.
Three working capabilities.
Dispatch-Integrated Console
Agents see vehicle availability, ETAs, and fares from one screen, ending the swivel-chair workflow that slows calls and confuses customers.
Continuous Quality Coaching
Recorded calls feed into weekly review sessions, with refresher modules that lift the entire team rather than only the new starters.
Multilingual Routing
First-attempt routing to the right language line for Irish, UK, and European callers, removing a common drop-off point in fleet phone trees.
See call centre facilitation in your operation.
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