Background and Relevance of Tren Maya
Tren Maya is a significant infrastructure project in Mexico, aiming to develop sustainable tourism along the Yucatan Peninsula’s Maya Train route. The project spans 1,525 kilometers and includes 30 train stations, boosting economic growth and connectivity in the region. One of its critical components is efficient customer service, which led to the recent call center licitation.
Call Center Auction Details
On Monday, the military company named Tren Maya declared the public auction for a new call center desiert due to higher-than-expected offers from the three participating firms: B Drive It, Infocredit, and TyT Logística y Servicios.
Economic Evaluation
According to Tren Maya, the firms presented economic proposals that exceeded the authorized budget: B Drive It offered 13 million 241,359 pesos, TyT Logística y Servicios proposed 11 million 452,885 pesos, and Infocredit suggested 11 million 073,452 pesos. The evaluation also mentioned that Centro de Contacto y Conocimiento and Grupo Vanguardia en Información y Conocimiento failed to meet the technical evaluation requirements.
Current Customer Service Status
Despite the desiert auction, Tren Maya’s customer service remains unaffected. The project now operates with an internal and external workforce in an existing call center, providing personal assistance from 06:00 to 22:00 (Mérida, Yucatán time) and Chatbot support 24/7 in English and Spanish.
Call Center Specifications
The new call center, once established, will prioritize quick and efficient service. The average call resolution time should not exceed 10 minutes, with an ideal time between four and six minutes for human agents. Moreover, the average response time in calls must be less than 60 seconds, with an ideal time of no more than 20 seconds.
Key Questions and Answers
- What is Tren Maya? Tren Maya is a major infrastructure project in Mexico, developing sustainable tourism along the Yucatan Peninsula’s Maya Train route. It spans 1,525 kilometers and includes 30 train stations.
- Why was the call center auction declared desiert? The auction was declared desiert because the economic proposals from the participating firms exceeded the authorized budget.
- How does Tren Maya’s customer service remain unaffected? Despite the desiert auction, Tren Maya continues to operate with an existing call center that provides personal assistance and Chatbot support, ensuring efficient customer service.
- What are the specifications for the new call center? The new call center will prioritize quick and efficient service, with an average call resolution time not exceeding 10 minutes and an average response time in calls less than 60 seconds.
