Traveline Cymru/PTI Cymru contact centre shortlisted in Welsh Contact Centre Awards24 September 2021
A Welsh language contact centre based in Penrhyndeudraeth has been shortlisted in this year’s prestigious Welsh Contact Centre Awards.
PTI Cymru is a finalist in the Small Contact Centre of the Year category due to its high levels of customer service and growth in client base throughout 2020/21 and the coronavirus pandemic.
In the last 5 years PTI Cymru’s bilingual contact centre has handled 1,045,182 calls for its existing clients including Traveline Cymru, Mytravelpass, Transport for Wales Rail Limited, NextBike UK and the National Eisteddfod.
Over the last year alone, the 38-strong contact centre secured eleven new high-profile clients including Traveline UK, Cadw and Sport Wales which has seen the company significantly increase its headcount.
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.
PTI prides itself on maintaining high levels of customer service through general enquiries, reception services and complaint handling services over the telephone, by email and on social media and has achieved 98.4% customer satisfaction levels over the last 12 months.
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.
A new telephony system was put in place to improve customer relations and ensuring people received travel updates during lockdown; and essential service and safety information was disseminated via the Coronavirus Transport Service Update pages to ensure key workers and others who needed to travel, were able to do so confidently and safely. PTI’s customer care team also excelled by supporting National Rail Enquiries’ and the National Eisteddfod’s contact centre facilities after the pandemic forced their offices to close whilst home working arrangements were made for staff.
On being shortlisted, Jo Foxall, Managing Director at PTI Cymru, said:
“After a turbulent year, having our contact centre shortlisted among the best in the Wales 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.