Transport for Wales

Omni Channel Customer Experience

Transport for Wales

Transport for Wales is a government-owned not-for-profit company responsible for managing and overseeing the public transportation system in Wales, and ESP Group has been their valued partner since 2019, collaborating to deliver various essential services.

Having initially partnered in 2019 to provide passenger assistance services, ESP Group’s scope of work with Transport for Wales has expanded significantly. Our dedicated team now efficiently handles customer inquiries through multiple contact channels, including phone, email, social media, and whitemail, ensuring a seamless and accessible customer experience 24/7.


ESP Group delivers a comprehensive range of services on behalf of Transport for Wales, including Passenger Assistance services and Telesales and Web Support, among others. By offering support across various contact channels, ESP Group ensures that passengers receive prompt and efficient assistance, meeting the diverse needs and requirements of Transport for Wales’ customers, and enhancing the overall quality of their travel experience.

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