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News : Journeycall Wins Network Rail Contract

#contactcenterworld, @espgrp

London, UK, Feb, 2022 -- Journeycall, which provides customer service support and smartcard services for the UK transport industry, has a won a major new three-year contract with Network Rail to run the Network Rail National Contact Centre 24/7, 365 days a year.

The contract will see Journeycall manage the Contract Centre and helpdesk service, which is the primary point of contact for Network Rail, the owner and infrastructure manager of most of the railway network in Great Britain.

Journeycall will handle all enquiries into the four components of the National Contact Centre: the National Helpline – including the important emergency line; the central switchboard, the Commercial Property helpdesk; and an out of hours Media Service.

Currently based in Arbroath, Journeycall will deliver this contract in a newly-created satellite contact centre on the ground in Hull. To ensure a smooth opening to the service that keeps the specialist knowledge of current Network Rail National Contact Centre staff, Journeycall is transferring the existing Network Rail team to a new space in Hull. This bespoke, expert team of 33 will see Journeycall expand and grow its business in Hull by also hosting additional contact centre service contracts.

The Journeycall team will use their customer-service skills across a wide range of contact channels including telephone, email, live chat, whitemail, Facebook messenger, Whatsapp, and other social media channels to address all types of activities. 

Theresa Slevin, Group CEO, ESP Group said: "This is significant contract win for us, and one that we’re incredibly proud to be working on. It is an exciting time for the business as the Network Rail National Contact Centre is enabling us to expand south of the border into Hull and increase our service offerings.

"Network Rail’s core objective of ‘putting passengers first’ aligns perfectly with our own ethos, and we are committed to ensuring that every contact we have with passengers and customers provides a positive experience. Our highly skilled teams are experienced in delivering first rate customer support and have a proven ability to effectively and efficiently manage a full spectrum of inbound and outbound customer interactions, so we’re extremely well-prepared to manage this work. Additional specialist training has already commenced, and we’re looking forward to getting started early next year."

Sarah Sanders, Head of Contact and Community Engagement at Network Rail added: "We are delighted to have appointed Journeycall as our contact centre service provider. Having visited their Arbroath operation and spent time with the leadership team we are optimistic that the service we provide to our customers will be even better than ever before."

#contactcenterworld, @espgrp

Posted by Veronica Silva Cusi, news correspondent
Source: https://scottishbusinessnews.net


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 - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Tuesday, March 1, 2022

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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