Contact Centre Cymru

Traveline’s contact centre celebrate with the best of Wales’ contact centre industry

24 March 2017

Traveline Cymru employees recently celebrated with the best of Wales’ contact centre industry after their contact centre, Contact Centre Cymru were named a finalist at the Welsh Contact Centre Awards 2017.

The awards dinner, which took place at the Wales Millennium Centre, celebrated the excellence and innovation of organisations across Wales.

Now in its 18th year, the awards were hosted by Jason Manford, with over 700 guests congregating to honour the best companies and individuals in the contact centre industry.

Traveline’s bilingual contact centre in North Wales - Contact Centre Cymru - were among those shortlisted, and were selected as finalists in two categories, Customer Engagement and Contact Centre Manager of The Year, with Emma Lockett nominated.

With a small team of 21 staff, the awards placed the call centre alongside a host of industry heavyweights, adding to a notable string of achievements for the company.

The awards shortlisting comes on the back of a successful year for the call centre having handled around 100,000 calls from customers who have journey planning enquiries and achieving its highest ever customer satisfaction scores where 97% of contact centre users surveyed were ‘very/quite satisfied’ with the service they received.

Jo Foxall, Operations Director of Traveline Cymru, said: “We were thrilled to finalists in the Welsh Contact Centre Awards. It really is a testament to the hard work of our contact centre team and to be up against such a high calibre of finalists was incredible.

“With thousands of people employed in more than 200 contact centres across the country, the industry contributes more than £650m to the economy. Our contact centre, based in Gwynedd, is a vital resource for many of our customers, especially those who are digitally excluded. We aim to provide the most updated travel information and support to our callers.

“We are committed to supporting our customers across Wales and delivering high standards of service at all times, and they really are at the heart of everything that we do. “


Media enquiries to Shelley Phillips or Lyndsey Jenkins at jamjar PR on 01446771265 or

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