FirstInfo upgrades booking system

New solution will boost customer services operations

FirstInfo's customers will receive faster phone booking service

Call centre FirstInfo has replaced its existing telesales booking system by a new Fujitsu solution, designed to reduce handling call times and improve service reliability.

The contact centre currently provides ticket sales for rail operators including First Great Western, First Scotrail and hopes to reduce time on calls by 30 seconds because the new solution will better support the handling process.

Scripting to guide telesales staff will also be provided to deliver more consistent levels of service at the company's sites in Plymouth, Fort William and India.

"The new solution will provide us with the flexibility to optimise the use of our contact centre advisors across all sites - this will ultimately mean the most accessible, high quality booking service can be delivered to customers choosing to contact us by telephone” said contact centre director at FirstInfo Becky Simpson.