Taxi, Technology & Outsourcing

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Taxi, Technology & Outsourcing

By Ejaz Shah  —  25th November 2020

Reminiscing about the old taxi offices

“One second King, Sierra pick up from 254 VPR let me know the destination, King head towards CT”

I remember sitting in the taxi booking office, yellow walls and a cloud of cigarette smoke hovering above the desk, phone receiver resting on the shoulder as the main dispatcher spoke to the drivers on the old two-way radio system. Two operators were busy on the phones scribbling the jobs down on a sheet of paper, all 3 of them had a cigarette in their mouth and they were all stressed. I didn’t understand what the dispatcher meant when he spoke to the drivers in short code but he was managing a fleet of over 50 cars and I marvelled at how even though they were all stressed out, they still managed to have a laugh.

King and Sierra were both drivers and Sierra was told to head to 254 Victoria Park Road to pick up and King being directed toward the Clock Tower, I know all the shortcodes now but back then, putting in an 8/10-hour shift was like hard labour, you were mentally and physically drained.

Years later,  I found myself working as a taxi driver and studying in Stafford.  It was the best job you could do while studying as you could pick the hours you did working for the largest company there. Here the driver code names were changed into numbers to make it easier and I remember this one time a driver came through on the radio..

Driver: “Car 84 hat in bush”

Dispatcher: “Car 84 come again”

Driver: “Car 84 hat in bush”

Dispatcher: “Car 84 I don’t understand”

Driver: “Car 84, Hat in bush, head in hat”

I nearly choked on my tea as the office burst into roars of laughter

Dispatcher: “Car 84 are you ok bud”

Driver; “Car 84 on my way back to the office need a break, I am ok”

Dispatcher; “Roger bud”

Now a driver had been assaulted but the way he reported it back had us all in tears. Car 84 could look after himself but if you picture the incident, he had to drag himself back to the car and report it, there was no mobile phones back then.

Taxi and Technology

This has all changed now, you might find the odd small company still using the old two-way radio system but nearly everyone has moved to computerised dispatching systems. The taxi industry has come a long way from where it used to be and there was a massive surge of drivers joining the trade once outsourcing became the new way of business for many leading industries who chose to move their business overseas. Back then you would struggle to find a company with over 500 cars, which is now the norm, the standard as you will find a lot of small companies are now merged into one large company.

Back around 1995 I was introduced to a family friend Ali, a computer geek, who would go around taxi offices and sell them an Excel spreadsheet that he had made. The idea was to get rid of all the paperwork and make sure everything was categorically organised and while he was rejected by quite a few companies, he did manage to sell quite a few too.

This wasn’t an original idea of Ali’s, he had seen a proper dispatch system doing it’s rounds and had mimicked it, not as advanced as the proper dispatch system but the concept was the same and you had to marvel at Ali’s hustle.

That then was the tip of the iceberg, for the taxi companies that refused Ali back then are now using a dispatch system.

Bookings are now taken on a computer, stored on a computer, dispatched to the driver via the computer to the driver’s mobile and the driver’s job history is stored on the computer. This automation of the taxi booking office allows taxi companies to now take more bookings whereas, in the past, they would refuse them when the sheet was full.

I would be lying if I said the assaults on taxi drivers had now calmed down with the introduction of technology – it hasn’t, however, offices are now able to track the location of their drivers and all drivers have an emergency button on the screen, once pressed it alerts the office and every single driver on shift so help does get their quicker than it used to!

Life for the back office has become a lot easier with an easily accessible record of all the jobs done. Accounts at the end of the month or even week are a lot easier to arrange, whereas before you would have to go through the whole paperwork just to find who did what job on a certain day.

Taxi, Technology and Outsourcing

Even though taxi and technology have been working hand in hand since the 90’s, outsourcing did not come into the picture until after 2010. Allthough outsourcing has been in the market since around the 80’s the taxi trade was very late to jump onto the bandwagon.

Even while I type this blog there are quite a few taxi companies that still treat outsourcing as an alien concept and something they refuse to indulge in, it reminds me of the times I would go around with Ali trying to sell his Excel Spreadsheet to various offices.

Similar to how technology helped the taxi industry move onto the next stage of transportation, outsourcing is also just that, a helping hand.

Majority of the large taxi firms are outsourcing either just the overflow of calls or having outsourced staff handling every aspect of the booking. It is not only more convenient for taxi companies to outsource, it is also a big money saver. If you have recently seen a local taxi company rapidly growing and advertising heavily, chances are they are outsourcing!

All three do work hand in hand though, without the combination of taxi and technology, outsourcing would not be possible, because of technology it is now possible to have a remote worker on the other side of the world answering calls and booking in jobs as well as dispatching!!!

So, what can be outsourced?

Putting it simply, every repetitive task can be outsourced, below I will list a few for a basic taxi office;

  • Operator/Dispatcher
    • From answering the call and taking a simple booking to recovering a job, modifying it and re-dispatching it back to the same driver.
    • Taking account bookings
  • Online bookings
    • Bookings from your website to bookings done on social media
  • Customer Service
    • Customer complaints through emails
    • Customer complaints through social media channels
    • Customer complaints over the phone
  • Bookkeeping
    • Driver accounts including driver base rents and refunds, vehicle MOT’s and driver licensing
    • Weekly staff wages
    • Promotions, advertising and software fee’s
    • Account job’s

By outsourcing the above listed jobs, a taxi company could save around 70% on wages, this money can then be put back into and invested in the company and its future growth.

Me and New Era OS

Having gone through manual taxi dispatching to computerised dispatching systems with call centre experience from the UK not to mention first-hand taxi driving experience I created New Era OS to help taxi companies grow to their full potential and reach heights which they once thought impossible. At New Era OS we can easily handle all the above tasks in a professional manner that the customer would never guess they were speaking to someone some 4000 miles away.

If you have had a bad experience with an oversea call centre or outsourcing is something you have never tried before, get in touch today and take advantage of the no setup fee with your first agent. We are so confident in what we do we do not ask for anything upfront, you really do not have anything to lose!! 

Imposters Syndrome

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Imposters Syndrome

By Ejaz Shah  —  22nd September 2020

Have you ever felt anxious that you are not good enough? Felt like a fraud? That regardless of all the certificates decorating your walls, the trophies lining your cabinets, the accolades behind your name, you know nothing, and that sooner or later you will be exposed? Well you’re not the only one.

David Bowie, Maya Angelou, Tom Hanks, all leading figures in their industries, have felt the same:

“I really felt so utterly inadequate” – David Bowie

“I have written 11 books, but each time I think, ‘uh oh, they’re going to find out now. I’ve run a game on everybody, and they’re going to find me out” – Maya Angelou

“How did I get here? When are they going to discover that I am, in fact, a fraud and take everything away from me?” – Tom Hanks

At some point in their celebrated careers, each one of them has/had suffered from ‘imposters syndrome’.

Imposters syndrome is the feeling of constantly doubting yourself, your talents, your abilities and living with the fear that you will be exposed as a ‘fraud’, regardless of your accomplishments. The phenomenon was introduced by psychologists Dr. Pauline R. Clance and Dr. Suzanne A. Imes back in 1978 and I’ve attached a link for you to read up more about this phenomenon if you wish to do so.

Why, when we have the skills, the expertise, the know-how, do we feel this way?!

Me, the Imposter and I

I remember anxiously waiting for my turn in a room full of interviewees as I watched hopeful candidates walk out of the interview room with a long face. I had been working at this well-known call centre for a couple of years and was now going for a more senior role. I knew everything I needed for this new role, because I had been temporarily covering the position for the last six months. But still, deep inside the knots were tightening as each moment passed. By the time I entered the interview room I was 100% confident that they would blow my cover, call out my bluff for what it was. A fluke. I was a phoney, a fake and that by sheer ‘luck’ I had managed to succeed in my roles.

This couldn’t have been more further than the truth. I was good at my job, because I had the expertise, the knowledge and the talent, which combined ensured I succeeded. I couldn’t see this at the time, however – thankfully – the interviewers did, and I got the job.

It wasn’t the first or the last time I felt this feeling of being an imposter in my own success. I recall years later, feeling the same, when I was working as a taxi dispatcher. The firm was going through a tough busy period and I was managing dispatching to a fleet of 100 plus cars. As the most busiest week of the season came upon us, I recall the voice in my head telling me, ‘this is it…you are about to be found out for what you are’, I felt awful, the doubt in my mind was eating away at me.

How do we deal with this? This feeling that most people will feel at some point in their lives/careers and some will constantly be battling it. The first step is crucial.

First Step: TALK

Talk, talk, talk talk! Communicate your feelings. I cannot express how important this is. If you keep this feeling to yourself, it will eat away at you, like it did to me. In my case I turned to my sister, who I have continuously relied on for advice and support. A recent graduate in psychology, she introduced me to the term imposter syndrome. At that time when I was questioning my worth, she was able to talk to me about my many talents, highlight my skills and show me my worth. It is hugely important that you are able to turn the negative thinking into positives, and whilst you nit-pick at all your faults, it is those that surround you that will be able to remind you of your many achievements and successes. Turn to your colleagues, your managers, your mentors, so that they can guide you back onto your path.

Talk, talk, talk talk! Communicate your feelings. I cannot express how important this is. If you keep this feeling to yourself, it will eat away at you, like it did to me. In my case I turned to my sister, who I have continuously relied on for advice and support. A recent graduate in psychology, she introduced me to the term imposter syndrome. At that time when I was questioning my worth, she was able to talk to me about my many talents, highlight my skills and show me my worth.

It is hugely important that you are able to turn the negative thinking into positives, and whilst you nit-pick at all your faults, it is those that surround you that will be able to remind you of your many achievements and successes. Turn to your colleagues, your managers, your mentors, so that they can guide you back onto your path.

Second Step: BELIEF

Believe in yourself. You have come so far, you CAN continue on the same path and fulfil your ambitions. Take the positives that have been highlighted to you by those that you talk to and keep them in mind. Focus all your energy on them and when they fully encompass you, there will be no stopping you. You need that belief in your abilities; and remember those around you see these abilities day in day out, believe what they say. Believe in yourself.

Third Step: CONFIDENCE

Ooze confidence. You’ve doubted yourself, you’ve talked to those around you about your doubts, they have shown you your worth. You have changed your negative thinking into positive, by believing in your talents. Now move forward in confidence. Be confident in your abilities, take pride in your achievements. Remember everyone around you at some point will have had these very feelings that you are experiencing. The people you look up to, the people you aspire to be like, they too have felt the way you are feeling. They expressed their feelings, grasped the positives and took giant strides in confidence – you too can do this!

And if all else fails. Crack open that giant tub of chocolate ice-cream (or whichever flavour takes your fancy), take the biggest spoon you own and make some heavy dents in that giant tub of deliciousness.

I joke – have the ice cream but in proportion and after you’ve taken the above mentioned three steps. You deserve a treat after all 😊

In all seriousness, we all could name at least one or two people in our lives that have doubted our ability, that will revel in our failures. So why do it to ourselves?! Let’s be our own cheerleaders. Recognise that these feelings can occur, this ‘imposters syndrome’ does exist, but we can battle through it and overcome it. Take those steps to rediscovering your worth and hold on to it tight!

I hope this blog has helped you if you are feeling this way. Comment below to share your experiences and your tips? Have you ever felt this way? How did you overcome it? What did you do? Please do share, I look forward to reading your comments.

Do you have the talent, the skills that we are looking for? If so, don’t hold back, we believe in your abilities and will support you to excel yourself further. Come, join the New Era family!

The Taxi Service

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The Taxi Service

By Ejaz Shah  —  7th September 2020

The name “taxi” is a shortened abbreviation of the word “taxicab” which was first documented in March of 1907 in London. Two words: “taximeter” and “cabriolet” are the origins of the word “taxicab”.  The word taximeter was invented in 1891, which was and is used to record distances and calculate the fare.  The word Cabriolet refers to a horse drawn carriage where the driver stands in the back of the carriage. But if you indulge further the name “taximeter” itself is derived from the Mid-Latin “taxa”, meaning “tax or charge”.

Recently I was reminiscing about old times and how far things have come since I was a child.

You’ve probably not heard of the good old Datsun; it was a car manufactured by Nissan and they phased the range out in 1986. My father had it in the colour brown, an unexciting, unalluring, nothing-special-about-it brown car but I loved it. I can still picture myself, glued to my window, nose pinned hard against it, waiting for my father to turn the corner into our street. My timing was always on point, the second I would see him turn in, I would race out of my bedroom, down my stairs, out the front door and on to the street. By the time my father pulled in outside our house, I would be waiting. He couldn’t – wouldn’t – refuse, and off we would go for our daily ‘rides’ in dad’s car. I loved every second of those rides.

My father went on to have many cars, after the Datsun, the other cars that had an impact on me, were my father’s taxis. My father’s first taxi was a black and white, C reg, Vauxhall Cavalier. Although the car was his pride and joy, he always dreamt of owning an ‘actual’ taxi, the famous London black cab. He worked hard and a few years later, he finally fulfilled that dream of owning his very own London Black cab – only he didn’t drive it in London, and it wasn’t black!! My father bought it in maroon and spent every spare second he had polishing it!! I really do believe it was his one true love (sorry mum!).

The taxi industry has come very far since my father’s days and so have the actual taxis. The other day when I had a few spare minutes I decided to plunge into the history of the taxi and see how it has developed over the years. I find these evolution stories fascinating and I share here with you some key points of the evolution of the taxi and its industry:

Brief Taxi History

The world’s first dedicated taxi was built by a Mr Gottlieb Daimler in 1897. It came equipped with the newly invented taxi meter and was named Damiler Victoria. In the same year, Mr Friedrich Greiner, an entrepreneur from Stuttgart, Germany, took the Damiler Victoria taxis and started the world’s first motorized taxi company.

Before this and even some years after this, horse-drawn carriages, or ‘horse cab drivers’ were still used across the world, from Paris to London and New York. However, by the end of the 19th century the new motorised taxis were taking over. 

The world’s first dedicated taxi was built by a Mr Gottlieb Daimler in 1897. It came equipped with the newly invented taxi meter and was named Damiler Victoria. In the same year, Mr Friedrich Greiner, an entrepreneur from Stuttgart, Germany, took the Damiler Victoria taxis and started the world’s first motorized taxi company.

Before this and even some years after this, horse-drawn carriages, or ‘horse cab drivers’ were still used across the world, from Paris to London and New York. However, by the end of the 19th century the new motorised taxis were taking over. 

In London, ‘Hummingbirds’ had taken over the roads. Walter Bersey, a British electrical engineer, had designed a fleet of electric battery-powered taxis which when driven, would make a humming noise, and so came the aptly given nickname.

Across the pond...

Developments were occurring in America too, where the New York taxicabs were initially imported from France. In time they were domestically manufactured, with the first domestically produced Taxicab built in 1908, designed by Fred E. Moskovics. Mr Moskovics went on to play a key part in organising the first Yellow Taxicab in New York and the famous yellow colour of the New York cab. You know that saying, ‘behind every successful man is a woman,’ well this definitely deserves a shout out. It was the wife of the owner of the manufacturing company that suggested the taxicabs be painted yellow so that they would stand out!

The popularity of taxis and their development intensified in the early 20th century. In the 1940s, two-way radios were introduced in taxis, so that taxi drivers and dispatchers could communicate. And in the 1980s, ‘computer assisted dispatching’ was first introduced. Yes the 1980s, but that’s a subject for another blog.

Taxis in Pakistan

But what about Pakistan, I hear you ask? Well in my research I found the earliest form of something similar to a taxi was the rickshaw. It was the Chinese that introduced it in India to transport goods initially and then from 1914, they were used to transport people. However, the rickshaw wasn’t how we know it today. Rickshaws were human drawn, can you imagine the sheer effort needed for that?! But they were hugely popular, especially as a job opportunity for the hundreds and thousands that were migrating from small villages to the big cities.

However, in the 1960s, these human drawn rickshaws were outlawed by the Pakistani government. By this time, they had already become less popular. The new auto rickshaws were all the rage. Nowadays, we have the ‘chand gari’ or ‘Chingchi/Chingchee’ motorcycle rickshaws and the Piaggo manufactured autorickshaws. All still hugely popular modes of transport used around Pakistan. Well used around most of Pakistan, it wasn’t until I moved to Islamabad that I was made aware of the fact – much to the disappointment of my daughters – that rickshaws are banned in this city!

Of course, there are numerous privately run services across Pakistan, consisting of cars and minibuses, majorly run by Uber! But in the larger cities yellow taxis are common, and similar to their contemporaries across the world, they are designed with a meter. 

How far we have come...

From my ‘personal childhood taxi’ – my father’s old Datsun, to his London Black Cab and to where we stand now with Uber….

It’s incredible to look back and see the development of such a hugely used mode of transport. I find that in life we get used to our day to day routine and get caught up in our daily plights that we don’t realise how far we have come, until we decide to take a moment out and reminisce about our past.

I hope you found the information I have provided above as interesting as I did. I’d love to hear from you and your stories of childhood, your first family car, the most unique form of ‘taxi’/transport you have used and do let me know of any key points from the history of taxis that I may have missed out. I am eager to hear and learn from you all, so please do comment below.

And if you would like to join an evolutionary business, that aims to thrive in its field – whilst sharing interesting facts and stories – go over to our main page for more information on NewEra and register your interest with us today. Welcome!