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News : How Arbroath Call Centre Keeps London Moving Through Coronavirus

#contactcenterworld, @espgrp

London, UK, April 21, 2020 -- The business provides smart card technology and customer support through its Journeycall contact centre for Transport for London and West Midlands Trains.

It was identified as one of the key businesses "who will keep the air, water, road and rail passenger and freight transport modes operating during the Covid-19 crisis".

Over three days, ESP’s IT team moved more than 200 people onto homeworking, providing computers, headsets and the necessary software to keep the service operating smoothly.

Its Arbroath HQ now retains a small number of staff, comprising employees who requested to remain in the office while also adhering to social distancing guidelines.

ESP Group CEO Theresa Slevin said: "We now have 94% of our staff working from home, and we continue to supply the same level of customer service that our clients expect from us.

Transport is a key service and even though the numbers of people commuting have reduced, our products remain in use and travellers still have queries that need responses.

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"Providing emergency lines for key workers was also a practical way for us to be part of the positive support for those who still need to travel for essential services to continue."

The logistical feat of relocating a busy call centre across many homes was helped by ESP's technology partner EKO.

ESP Group has been working with it on research and development of its virtual office software designed for remote working.

Slevin continued: "I am immensely proud of how quickly our IT and human resources teams responded to the task of ensuring everyone was kitted out to work from home, but also made sure that individual staff still felt connected and a vital part of the ESP Group.

"We place a high value on staff wellbeing, so we have ensured that we have virtual check-in areas where team members can exchange information, report on how they are feeling or just find articles and tasks that help them get through lockdown."

The company said that those who are working in the call centre are doing so safely.

It said that reduced staff numbers on site allow for social distancing, and the business has also heightened its hygiene measures, including more supplies and scheduled deep cleans taking place overnight every two weeks in addition to the existing employed cleaners extending their hours.

As a business which has been chosen to remain open during these tough times, the management team has also offered to help the wider local business community, where possible.

With the team set up to work safely, they are offering to deliver emergency lines and take over some of the workload from other local organisations which need critical customer service support and are struggling with logistics and a mobilised workforce.

#contactcenterworld, @espgrp

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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Today's Tip of the Day - Promoting Your Brand

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Published: Wednesday, April 22, 2020

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2020 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
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