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News : South West Trains Opens Video Customer Contact Centre
Southampton, UK, September, 2016 -- South West Trains passengers will be able to seek support in buying tickets via video screens at the first specialised customer contact centre in the UK, officially opened at Basingstoke.
The centre is linked to video ticket machines, which have been installed at 91 stations since June.
They operate like normal ticket machines, but with a ‘Help Me’ button that the passenger can press for face-to-face contact with staff, who can give them advice and if necessary complete the transaction for them.
Arthur Pretorius, customer service director for South West Trains, said: "We're very proud that our video ticket machines are linked to a dedicated centre with specially trained staff who can offer face to face advice 24/7 and are able to purchase tickets for passengers on their behalf."
"Passengers love the fact they don’t have to wait around for an answer and risk missing a train or later connection," Pretorius said.
The machines are part of an investment in improving South West Trains’ customer service. It will also include appointing 100 more customer ambassadors and providing 1,400 parking places.
Owen Griffith, managing director of transportation at Parkeon, which designed the machines, said: "Passengers are now enjoying the best of both worlds – easy access to the efficient collection and purchase of train tickets via the latest generation of ticket machines and a direct video connection to the new customer contact centre for real-time help and advice when they need it."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
More Editorial From South West Trains
About South West Trains:
South West Trains is a British train operating company owned by Stagecoach Group operating the South Western franchise.
Published: Monday, October 3, 2016