Solving Challenges During Demanding Times

IndyGo, Indianapolis’s public transportation provider, delivers safe and reliable transit services to the community. To support its operations, IndyGo partnered with Netfor, a technology solutions provider specializing in transit support. DaMar collaborated with these two organizations to staff a skilled call center to manage customer interactions and maintain smooth service operations.

Between 2016 and 2021, IndyGo and Netfor faced several staffing challenges in their call centers:

  • High-Volume Customer Service Needs: Ensuring timely and accurate responses to rider inquiries.

  • Skill-Specific Requirements: Candidates required call center software proficiency, data entry skills, and customer service expertise.

  • Flexibility & Scalability: Fluctuating call volumes demanded adaptable staffing solutions.

  • Cultural Fit & Professionalism: Staff needed to represent IndyGo and Netfor positively while handling high-pressure situations.

  • Pandemic Adjustments: COVID-19 required rapid shifts, including implementing no-touch policies.

The DaMar Solution

DaMar Staffing provided a comprehensive call center staffing solution tailored to IndyGo and Netfor’s evolving needs.

Strategic Talent Sourcing

  • Identified candidates with the right balance of technical aptitude and interpersonal skills to excel in a high-volume customer service environment.

Responsive Staffing Model

  • Delivered scalable teams capable of expanding or contracting to match fluctuating call volumes and operational requirements.

Training & Integration Support

  • Hosted Lunch & Learns to align staff with evolving performance expectations.

  • Provided ongoing training and policy updates during COVID-19, ensuring compliance with safety protocols and uninterrupted service quality.

Results & Impact

DaMar’s staffing solutions delivered measurable improvements for IndyGo and Netfor:

  • Seamless Call Center Operations – Consistently managed high call volumes while maintaining customer satisfaction.

  • Adaptable Workforce – Rapidly adjusted staffing levels during peak service periods and operational shifts.

  • Continuous Learning – Ongoing training programs kept staff aligned with new policies and service standards.

  • Long-Term Collaboration – Many staff transitioned into permanent roles, demonstrating strong cultural alignment and quality placements.

Key Outcomes

  • Call Center Coverage: Maintained reliable support despite fluctuating service demands.

  • Operational Efficiency: Reduced onboarding time and improved agent readiness.

  • Customer Experience: Positive rider feedback reflected the professionalism and adaptability of DaMar-provided staff.

Conclusion

Over a six-year partnership, IndyGo and Netfor relied on DaMar as a trusted staffing partner. By providing responsive, well-trained, and adaptable call center teams, DaMar ensured IndyGo could continue delivering reliable transit services—even during periods of rapid change and uncertainty.