About this course

This module will provide Concentrix Customer Service Agents with the pre-requisite knowledge needed to understand Smart Ticketing key concepts, process and terminology before Smart Ticketing CCP training is undertaken.

Upon completion of this module, you should be able to:

• Describe how Smart Ticketing will provide customers with more choice of how to pay for public transport
• Explain how the new system operates and interacts with customers and financial institutions
• Communicate how the Smart Ticketing Back Office processes customers’ travel payments
• Provide support by knowing how Smart Ticketing works from the customer’s point of view
• Discuss with customers how a pre-authorisation appears on their account for Mastercard and American Express card schemes
• Explain the concept of ‘First Ride Risk’, fare aggregation, ‘card clash’, default fares and debt recovery to customers; and
• Recall Smart Ticketing validator customer messaging and displays.