FirstInfo updates call centre system

DeTeWe installs voice over IP

Public transport giant First Group has upgraded technology across its customer service division to improve its response to travel enquiries and complaints.

FirstInfo, the subsidiary that provides travel information and customer contact services for local bus companies and train operators First ScotRail, Great Western and TransPennine Express, has upgraded its contact centre management systems.

Working with telecoms and IT integrator DeTeWe, FirstInfo has installed Aspect Software technology at its Fort William centre in Scotland.

The software will improve communications with customers such as travel enquiries, customer letters, emails, and sale and distribution of rail tickets. It will be used primarily to deal with First ScotRail customers, but can be applied to other parts of the business, says FirstInfo managing director Mike Carroll.

‘The system looks for available agents with the most appropriate skills training, to make sure we offer the most efficient service,’ he said.

Aspect’s Web Powered Agent software will allow the Scottish centre to draw on resources at FirstInfo’s other contact centre in Plymouth, improving its response to peaks in demand.

‘Our business is peak-oriented but at the same time it is difficult to predict,’ said Carroll. ‘The biggest peaks in customer enquiries are driven by floods, snow and special promotions, which can be hard to prepare for.

‘This system provides management information so we can see how we are performing on a real-time basis.’

The portal-based software also allows the group to track performance and scale resources up and down more quickly.

‘It means more efficient use of resources here,’ said Carroll. ‘The benefit for customers is a more immediate response time.’

DeTeWe has also set up a voice over IP network between FirstInfo’s Scottish and Devon call centre operations, reducing the cost of telephony.