Running a taxi firm is hard work. As a tech company with over a decade of experience working with the taxi industry, we understand the most common issues for taxi firms and have picked up on some of the best ways to solve them. We are passionate about supporting our hundreds of local taxi firm clients and wanted to share what we’ve learned over the years. Technology is one of the primary ways to improve your private hire firm. Here’s how the most common issues for taxi firms can be resolved.
The Commonest Taxi Firm Issues and How to Solve Them
Providing a Quality Service in Increasing Competition
There are almost 300,000 licensed taxis in the UK; that’s a lot of competition. While there is a massive concentration in London, even regional and local taxi firms can struggle with competition. The short answer to this issue is to be the best taxi firm. But, how do you do that? It’s all about focusing on what the customer wants and providing that. The main barriers to customers include these issues.
Easy to book
Allowing customers to book when and how they want is vital in today’s transportation economy. Many customers expect to book on an app today; if you don’t have this as an option, you’ll reduce your audience. There are many popular options out for instant integration, or you can employ a web app company to develop an app specific to your needs. May apps also integrate with your phone system and booking software to provide a seamless service to customers.
For those that prefer to use a phone, using Interactive Voice Response (IVR) can boost bookings. IVR allows for text-to-speech translation and speech recognition to automate bookings. Customers can ring the taxi firm’s number, and speak the destination (or confirm it), and the IVR integration can recognise the information and book the ride. As a result, the IVR frees up staff, improves contact centre efficiency, and reduces costs. Customers will be happy as they can book quickly without talking to someone. It’s another option that maximises your booking capabilities.
Able to book every time.
Expanding your fleet is, of course, one way to ensure bookings can always be taken, but that can be costly for lower traffic days. Expanding your phone system operations, on the other hand, can increase your capacity at a lower cost. As long as a customer can be promised a ride in the future, they are more likely to accept the booking. This is especially true on hectic nights such as holidays.
If you increase your operators, more calls can be answered, customers can be reassured that your firm is operating, and they know they can gain a driver. An expanded phone system can be through increasing operators at remote locations, or by using features to expand without additional staff. IVR, which we’ve already discussed above, can help take calls. Message-on-hold can reduce customer frustration while they are waiting on the phone. Plus, call queuing information can highlight to customers at what point in the queue they are, reassuring them the firm will take their call.
Uncomplicated pickup and drop off
Another way to improve the quality of service is to ensure drivers are able to pick up customers every time with limited waiting time. There are several ways this can be improved. Firstly, ensuring all drivers have up to date location information on their phones or satnav will reduce destination mix up. Secondly, getting drivers to relay to the office extra information about a pick up (such as what an entrance looks like, or the best place in a car park to pick up) can make the next pickup from that location smoother. This information can be added to booking software for future use.
Having eyes on the ground will always be more effective than satnav and this kind of information can help other drivers in your firm reduce pick up and drop off times. Both of which mean more pickups can occur in a given shift.
Problem Customers & Issues for Staff
Another primary issue that taxi firms face is with the people working within their organisation and problem customers. Taxi firms are people-powered, so handling them correctly is crucial to maintaining and expanding your business.
Flagging Issue customers & Rewarding Quality ones
While the primary goal for many firms is to increase customers, that can mean ditching problem ones. If you have customers that fail to turn up, make drivers wait for extended periods, or are abusive, then they will be costing your firm more than they bring in. With an integrated phone and booking system, you can easily flag repeat problem customers. Notes can be made on a system and after so many negative comments specific actions can happen if they call the firm again. This could be that they receive an engaged tone or are put at the back of a queue. Downgrading their priority ensures that your drivers can take on valuable customers.
At the same time, if you have customers that are particularly good repeat customers, you can use a cloud phone system to flag them as a VIP. This feature can ensure they are put to the head of the queue and their loyalty is rewarded with quick service. These small streamlined processes will make working more enjoyable for drivers and phone operators.
Monitoring Staff
Ensuring that your staff are performing their jobs to the best of their ability ensures your firm is as profitable as it can be.
For drivers, this could be by being able to track where their vehicle is located at any one time. By tracking taxis, you can see they are utilising the best routes and making pickups and drop-offs quickly. There are certain features that can also highlight whether a car is speeding to get to its destination. Not only dangerous for drivers, customers and the wider public but could risk your insurance and license. If your firm uses an app, information like this can be relayed to your booking system with the right integrations.
For phone staff, you can use technology to ensure they provide a professional service. Cloud phone systems offer many monitoring features that can help owners observe their team’s work. Call monitoring and wallboards allow managers to see how;
- Many calls have come in
- Many were answered and missed
- Long it took to answer.
This can highlight patterns in shifts. Call recording can also be used to listen to customer calls. These recordings can be reviewed to ensure staff are friendly and helpful. Plus, they can be used for future training as well as disciplinaries.
Resolving Common Issues for Taxi Firms with Tech
If you’re a private hire firm that needs help with their tech setup, get in touch. We specialise in VoIP for taxis, with continual feature development and integrations with the leading taxi booking systems. Over the years, we have developed interfaces with most of the despatch software systems in the UK market. This includes fully integrated Gold Partner Status with CAB9 and Cordic. We also have excellent working relationships with Autocab, Cab Despatch, Cab Treasure, CMS, Coded Data, Data Master, iCabbi, Marandy and Shakespeare. Call Yestech today, and see how you can beat the competition for your taxi firm.
