Journeycall, part of the ESP Group, are delighted to announce that they will continue to support Transport for Wales, providing round-the-clock customer services over a minimum 18-month term.
Journeycall have been working with Transport for Wales since 2019, and this new contract solidifies their ongoing commitment to supporting Transport for Wales, continuing the provision of essential services, and aiding the enhancement of their customer experience.
Under the agreement, Journeycall is set to continue and expand its support across multiple communication channels, including phone, email, social media, and whitemail. Moreover, the contract welcomes the incorporation of new workstreams, facilitating an even broader range of assistance to Transport for Wales.
In adherence with Transport for Wales obligation to deliver services in both English and Welsh, Journeycall is proud that they will employ Welsh Speaking Advisors to ensure effective and accessible communication for all Transport for Wales customers.
Journeycall are providing this support during an exciting period of change for Transport for Wales, as they move towards bringing their customer service provisions in-house, in-line with their future contact centre strategy. Journeycall are delighted to be able to provide their expert advice during this transformative period for Transport for Wales, supporting TfW to fully integrate their business, whilst continuing to provide exceptional levels of customer service.
Commenting on the new contract, Theresa Lawson, ESP Group CEO stated: “We’re delighted to continue our partnership with Transport for Wales. Our ability to continue supporting them during this transformative phase aligns with our core values of delivering excellence in service. We’re dedicated to ensuring a seamless and inclusive experience for all customers. This contract reflects our commitment to providing top-tier assistance across multiple communication channels, reinforcing our dedication to delivering exceptional service. Our team’s readiness to accommodate bilingual service and the expansion of our support services underscores our shared commitment to ensuring an outstanding passenger experience.”
Jo Foxall, Customer Experience Director at Transport for Wales added:
“We’re thrilled that our contract with Journeycall has been extended for another 18 months! Journeycall provide TfW with essential support for our customers, including with Passenger Assist which allows our disabled customers or those with reduced mobility to book assistance from our colleagues ahead of their journey. We want everyone to be able to travel with confidence and Journeycall are an integral part of the experience that we want to offer all of our customers.”