Traveline Cymru's North Wales contact centre shortlisted in UK Contact Centre Awards12 May 2021
Our bilingual contact centre based in Penrhyndeudraeth has been shortlisted in this year’s prestigious UK Contact Centre Awards.
PTI Cymru (trading as Traveline Cymru) is a finalist in the Contact Centre of the Year category due to its high levels of customer service and growth in client base throughout 2020/21, despite the challenges faced by the coronavirus pandemic.
Since its inception in 2005, PTI Cymru’s bilingual contact centre has handled over three million calls for existing clients including Traveline Cymru, Transport for Wales Rail Ltd and the National Eisteddfod.
Over the last year alone, the 34-strong contact centre secured eleven new high profile clients including Traveline UK, Cadw and Sport Wales.
Its continued growth goes hand in hand with operating high levels of customer service through its general enquiries, reception and complaint handling services over the telephone, by email and on social media.
At the start of 2020, the organisation reported a 94% customer satisfaction level and its website scored an overall satisfaction level of 81%, thanks to staff helpfulness and its ability to deliver information.
The contact centre’s achievements are all the more impressive in light of the COVID-19 outbreak. Following the announcement of lockdown rules by the Welsh Government, within a week, teams across the company were asked to work from home to ensure they could not only continue providing a high level of service and vital updates to their customers but to also take care of their own health and wellbeing. 100,000 people received travel updates during lockdown and essential service and safety information was disseminated to ensure key workers and others who needed to travel, were able to do so confidently and safely.
On being shortlisted, Jo Foxall, Managing Director at PTI Cymru, said:
“After a turbulent year, having our 34-strong contact centre shortlisted among the best in the UK means the world to us. It not only validates the hard work of our staff but emphasises our commitment in providing unparalleled resources to the people of Wales and our clients during such challenging times.
“I’d like to thank the judges for recognising our continued commitment to supporting our nationwide clients, and we look forward to attending the awards ceremony later this year.”
PTI Cymru is funded by Welsh Government and was originally set up in 1999 to deliver the Traveline service in Wales. It now boasts a wealth of other services including the high quality commercial contact centre offering, marketing support, bus data services and translation services across Wales and the UK.
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