PTI Cymru, Traveline Cymru – Concessionary Pass Contact Centre
PTI Cymru, T/a Traveline Cymru, provide travel information for Wales, along with other contracts for CADW, other bus lines, etc.
Transport for Wales (TfW) were introducing the new Concessionary Bus Pass for Wales, and PTI Cymru were contracted to provide the contact centre in support of this change.
There were several aspects that we delivered for both PTI Cymru and TfW, over a period of time. These included project management support for the implementation and introduction of a new concessionary bus pass contact centre, a complete review of their internal and external customer processes and benchmark service quality, a review of their organisation structure to support the current contracts as well as new and future contracts, the introduction of a new CRM system to support their operations, the introduction of a new customer and people centred quality assurance process for their contact centre.
The implementation of the new concessionary bus pass contact centre included a new location for the existing contact centre, along with brand new processes to manage both the call and post call activities. We also supported the recruitment for the new contact centre regards advertising, selection, hiring and training of new recruits. As with other recruitment projects we have managed, we always recommend and action an inclusive process to ensure that everyone is given the chance to apply and be considered.
We also worked very closely with TfW regards the technical set up needed for this project. This involved working with several different project managers, different local authorities, bus companies, community groups, etc. We were very careful to ensure that knowledge of our recommended processes was communicated to all, as well as offering support where needed. We worked closely to ensure that the telephone system that callers would experience was clear, bi-lingual, and easy to use. We also supported the call centre resourcing and planning to ensure that suspected call volumes could be successfully managed. For this, we were able to work very closely with the telephony suppliers to ensure that the provided technology could cope and where there were concerns, to plan to resolve quickly and effectively.
We provided a complete review of all internal processes, mapping all journeys for both staff and clients. This was an important piece of work, as it enabled PTI Cymru to identify blockers and unnecessary steps within their existing processes, to them identify changes and ways or working better and more efficiently. Any training needs we identified during the changes, we were also able to deliver and support through our training provisions.
As part of the process mapping project, PTI Cymru were also looking for recommendations on a CRM system to support their new processes and improved management of call flows, and work pipelines. We were able to benchmark several CRM systems that we felt would be appropriate to the size of their operation and would be sustainable against their future growth strategies. We also supported them through a successful procurement process along with a successful implementation.
The final piece of work was the implementation of a customer and people centred quality assurance process for their contact centre. The current process was too narrow in its application regards scoring and focus. We introduced a more people centric focussed process that focus on the interactions with callers, and the call taker’s ability to successfully manage the caller. We also provided benchmarking to enable them to review their service provision against other similar organisations and to plan and build to improve their service provision going forward.
