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News : ESP Group Secures 4-Year Transport for London Contract to Support Contact Payment Cards Scheme

#contactcenterworld, @espgrp, @tfl

Arbroath, Scotland, Jan 24, 2024 - Journeycall, part of the ESP Group, is thrilled to announce the successful acquisition of a 4-year contract with Transport for London (TfL) to provide support across their Contact Payment Cards (CPC) scheme. This new contract reinforces Journeycall’s longstanding relationship with TfL and highlights a significant expansion in the scope of services provided.

The scope of work under this contract encompasses handling calls related to Contactless Payment Cards (CPC) and managing customer records and cases concerning CPC issues. The collaboration is a testament to ESP’s commitment to delivering exceptional customer service and support for TfL’s essential schemes.

"We’re excited to extend our partnership with Transport for London and provide our support for the Contact Payment Cards scheme," expressed Theresa Lawson, ESP Group CEO, "This new contract signifies our dedication to providing reliable and efficient services, ensuring a seamless experience for TfL customers utilising Contactless Payment Cards for their travel needs."

The ESP Group’s longstanding partnership with Transport for London dates back to 2006 and is marked by consistent support across various schemes. This new contract signifies a momentous growth for ESP and will result in a significant increase to their workforce of around 100 employees across several job roles. TfL remains one of ESP’s most valued and long-term clients.

Fola Olafare, Customer Service Delivery Manager at TfL commented: "Listening to our customers, building trust and showing that we care are key priorities for us and we’re always looking at opportunities to improve where we can. I’m looking forward to working with Journeycall and ensuring that we provide our contactless payment card customers with a strong and consistent contact centre service that our customers rightly expect from us".

Contact channels for the CPC scheme will primarily involve telephone and email communications, ensuring that customer enquiries and issues are promptly addressed and resolved.

"Contactless payment cards, utilising RFID technology, offers secure payment options for those travelling on the TfL network through the use of their credit and debit cards which can interface with Oyster card readers," added Marc Donald, Principal Business Development Manager at ESP Group. "Our dedicated team is well-equipped to handle a range of enquiries and issues related to both Oyster and contactless payment cards, ensuring a smooth and efficient travel experience for TfL customers."

The ESP Group’s commitment to TfL is underlined by their inclusion in TfL’s framework of preferred suppliers until 2027.

As part of the current framework, Journeycall provides various services, including a helpline for Oyster card contacts, card fulfilment and dispatch, handling general ticketing inquiries, offering support to vulnerable and disabled travellers, and handling all correspondence and token fulfillment for the Santander Cycle Hire Scheme. Their award-winning omnichannel contact centres operate 24/7, 365 days a year, managing high-profile contracts for both public and private sectors.

#contactcenterworld, @espgrp, @tfl

Posted by Veronica Silva Cusi, news correspondent

About ESP Group:
Company LogoJourneycall is a Laurencekirk and Brechin based customer support, telesales and fulfillment specialist, with expertise in the transport and smartcard fields. Its other clients include London Councils, Stagecoach, Go-Ahead, Transport for London and the Association of Train Operating Companies. Along with parent company, ESP Systex, Journeycall is a leading UK provider of expertise in development, delivery and support of ticketing and smartcard services for transport, leisure, education and security companies.
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About Transport for London:
Company LogoTransport for London is a local government body responsible for most aspects of the transport system in Greater London in England. Its role is to implement the transport strategy and to manage transport services across London.
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