Three contract extensions with Transport for London have been secured by a contact centre specialist that has invested big in Hull.
Journeycall, part of the ESP Group, provides customer service support and smartcard services for the industry.
It has partnered with TfL, the local government body responsible for most of the capital’s network, since 2006.
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The wins, across Oyster cards, Santander Cycle Hire and correspondence with travellers, generate an average of four million contacts a year, with 3.5 million calls.
They will be handled between the firm’s Arbroath headquarters in Scotland, and - for the first time - the new base in Hull.
Theresa Slevin, group chief executive, said: “We’re thrilled to be continuing to work with TfL on these three contracts and are very proud to have partnered with them for over 16 years.
“TfL is one of our key clients, with over 100 members of our team employed specifically to work on the account. This will be the first time that we have people working on TfL across both of our sites in England and Scotland, which is opening exciting opportunities for the business across the UK.
“We pride ourselves on our customer relationship management services, and this long-lasting partnership on such a high-profile contract is testament to this. We’re committed to ensuring that every contact we have with passengers and customers provides a positive experience, and our highly skilled teams have a proven ability to effectively and efficiently manage a full spectrum of inbound and outbound customer interactions. We look forward to continuing to help thousands of travellers move around London every day.”
ESP Group has taken over the former Rix headquarters in Spyvee Street, with the deal initially around a new £3.8 million contract won by Journeycall with Network Rail. It has also welcomed sister company Systex to the site, which was already based in Hull.
The new contracts include all call and correspondence handling for Oyster cards; fulfilment and dispatch of new and replacement Oyster cards; call and correspondence handling for Santander Cycle Hire; fulfilment of cycle hire welcome packs and replacement keys; and customer support queues through written correspondence.
Fola Olafare, customer service delivery manager at TfL, said: “The customer is at the heart of everything we do, so we are delighted to continue working with Journeycall to provide the high-quality service our customers expect to receive from TfL.”
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