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News : Rix Group's Former HQ to Become Network Rail Call Centre as Contract Lands in Hull

#contactcenterworld, @espgrp

Hull, UK, Mar, 2022 -- Rix Group’s former head office is to become a customer service support centre for Network Rail.

The Spyvee Street base is to be taken on by ESP Systex Group after its Journeycall brand won a three-year contract.

It will be a satellite office for the Scottish business, headquartered in Arbroath.

Rix recently completed its move to Two Humber Quays, after buying the Hull Marina location.

Journeycall provides customer service support and smartcard services for the UK transport industry.

The expansion into Hull will see a team of 33 employees running the Network Rail National Contact Centre 24/7, 365 days a year.

It will be the primary point of contact for Network Rail, the owner and infrastructure manager of most of the railway network in Great Britain.

Theresa Slevin, group chief executive at ESP, of which Journeycall is part, said: "This is a 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."

Journeycall will handle enquiries a week across four pillars, the National Helpline, including emergency line; the central switchboard, the commercial property helpdesk; and an out of hours media service.

An existing team is transferring, with Journeycall planning to expand further with additional contract wins.

The team will operate across a wide range of contact channels including telephone, email, live chat, whitemail, Facebook messenger, Whatsapp, and other social media channels.

Sarah Sanders, head of contact and community engagement at Network Rail, said: "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

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 - Set Customer Expectations

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

Published: Monday, March 14, 2022

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2023 Buyers Guide Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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