Customer Service/Back Office

The Customer Service Center (CSC, or Back Office) is the backbone of an agency's electronic toll collection system.  The CSC is the link to the customer and customer's link to the agency.  The CSC operator supplies a call center, an account management system, transaction processing, image review and violation or invoice processing and payment processing. These operations are developed and run according to defined business rules.  

The backbone of TTI's operation is the development of these business rules in addition to the definition of account types and payment options.  The basis of this work is rooted in a deep understanding and informed application of concepts such as revenue recognition, financial and transaction reconciliation.  For many of our clients, TTI consultants act as an extension of staff, where we are responsible for oversight of the CSC.  Having worked to define the operation of multiple CSCs across the country, and possessing knowledge of the minute details of transaction processing and reconciliation, we provide an invaluable service to clients in anticipating issues during design and then trouble-shooting during operations.

Having worked to define the operation of multiple CSCs across the country, and possessing knowledge of the minute details of transaction processing and reconciliation, TTI provides an invaluable service to clients in anticipating issues during design and then trouble-shooting during operations.

Our work in writing the specifications for, and providing oversight of, CSCs has also provided us the opportunity to assist clients with the development of mobile apps, the definition and implementation of cash payment networks, and the use of social media.