Stagecoach invests in new contact centre

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Stagecoach has announced plans to launch a dedicated new customer contact centre which it believes will enhance its customer service offering. A new one-stop phone and digital contact point is planned to open in Perth in spring 2022 offering a seven days a week service and extended opening hours on both weekdays and weekends, which the operator said will better align with people’s travel habits. The new centre will deal with queries including questions about timetables, feedback on services, help with smartcards and lost property. Customers will also be able to buy tickets directly.

Stagecoach said that it is making major investment in a new customer relationship management system to help provide tailored support, better understand customers’ end-to-end journeys, and quickly address any emerging common issues.
The operator is now searching for a new lead to manage the centre, with customer advisor job roles expected to be advertised in the autumn. Carla Stockton-Jones, UK Managing Director for Stagecoach, said: “This is a clear demonstration of our commitment to providing the best possible service to customers.

“Our major investment in a dedicated new customer contact centre will allow us to provide a significantly improved service, and our highly-skilled and trained team will have all the latest information on our services and UK-wide network at their finger-tips to be able to quickly help our customers. There is a huge opportunity to attract people to more sustainable public transport in the years ahead as national governments look to move to net zero. Delivering the best experience to every single customer is central to helping people make the switch away from cars to public transport. The new central contact point will allow us to provide extended opening hours and a seven day service so we’re there to support our customers when and how they need us.”

Stagecoach Chief Executive Martin Griffiths added: “At a time when many parts of our economy have been hit hard by the pandemic, we are delighted to be able to open this new facility and create new employment opportunities. We were founded in Perth four decades ago and are proud to have retained our headquarters in the city ever since. Perth gives us access to high-quality, skilled employees and we hope the new customer contact centre will provide a way into the world of work for individuals from a range of backgrounds, including young people.”

Calls to operating companies from around the UK will be directed to the new contact centre in Perth. RICHARD WALTER