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Like any other customer-oriented business, WMOC’s primary goal is to provide service to all of our customers in a timely and comprehensive manner. With this in mind, the company issues a challenge to each of its local operating districts: to meet or beat the metrics or standards that research has shown drives customer satisfaction in our business.
These “Gold Standards” are the basis for Waste Management’s Service Machine, which is a program that consists of processes and standards that help us deliver the high level of service that our customers expect. In June, Waste Management of Orange County met these standards by successfully passing an audit performed by representatives from the company’s corporate customer service audit team.
As part of the gold standard designation, it means WMOC meets or beats metrics including:
- Successfully answering and servicing an average of 6,500-7,000 customer calls per week. As part of the Service Machine metrics, the “call abandon rate” must be three percent or less for calls into the customer service center (meaning three percent or less of customers hang up once calling in).
- An average answer speed of 20 seconds or less for calls into the customer service center.
- One or less missed pickups by the company’s waste and recycling trucks per 1,000 customers. WMOC serves more than 200,000 residential customers, approximately 15,000 commercial customers and 3,500 industrial customers at least once per week all throughout the county.
- Successfully setting up an average of 500-600 new residential, commercial or industrial accounts per week, with error-free set up on at least 98 percent of the new accounts. As part of the Service Machine metrics, the “set up error rate” cannot be any greater than two percent for new customers.
Other metrics govern the recovery of missed pickups, repairs and swaps of damaged containers and the tracking of concerns such as safety hazards near customer’s homes or businesses or containers that are blocked and unable to be serviced as expected.
Another way we ensure we are fulfilling the needs and expectations of our customers is by tailoring service offerings to regions with special service requirements. Some places where this is evident is in parts of Orange Park Acres and the county canyon areas, where WM drivers utilize special smaller trucks that are almost a quarter of the weight and half as long as the company’s standard trucks that can more easily navigate the dirt roads, steep driveways and tight curves of some of the regions we service locally. Nicknamed burros, or donkeys, because they can easily climb hills and navigate narrow roads, these trucks are able to provide the curbside service residents expect in an efficient and safe manner. The burros are used in conjunction with small commercial vehicles called “stinger trucks,” which have a cab attached to a device to get Dumpsters from tight areas and empty into a larger truck.
“We continually evaluate our operations to make sure we’re providing service to our customers in the best, most efficient and safest way possible,” said David Ross, senior district manager of WMOC.
“It’s fantastic,” said Rick Perrino, who receives service by the burro right outside his home, located at the top of a steep driveway. “I can’t get these things [carts] down to the bottom of the hill.”
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