Maryland E-Z Pass Customer Service Issues Causing Havoc for Drivers

Customer service channels are the main artery connecting customers with businesses. In many cases, they are relied upon to provide information, answers, and guidance. When those channels are unavailable and callers are left to figure things out on their own, customer dissatisfaction can spiral out of control.

According to recent reports, many citizens in Maryland have been feeling this way lately as they try to make sense of why they cannot reach customer service help for E-ZPass. Due to troubles with online accounts and phone support, some customers are reportedly getting fined and overcharged. Now some of these frustrated customers are crying out for answers.

One report by David Collins at WBALTV11 uncovered drivers have been unable to get help to resolve the issues they are experiencing, whether they reach out via online channels, in person, or over the phone. When they call or try to schedule an in-person appointment, the result is always the same - long wait times or no response at all.

The issue is allegedly due an upgrade in Maryland’s tolling system to become cashless, as a result of low staffing issues and to improve operations amid COVID-19 shutdowns.

“At one point, the recent spike in the pandemic resulted in 46% of the staff having to be quarantined and unable to answer calls. In November, the center received almost 180,000 calls,” acting MDTA Deputy Director John Sales was quoted by the news station as saying.

In the call center space, these types of resolution and hold times are deeply frowned upon. In fact, many contact center solutions and technologies are built around the goal of reducing attrition and hold times. They focus on ensuring the right number of agents are staffed at the right time to address call volumes. Call centers also incorporate unified communications solutions, so that agents can be located anywhere - even working remotely - and still answer calls and provide needed support for customers. It may be time for EZ-Pass to research and invest in these tools.

Edited by Luke Bellos