Rail telesales firm FirstInfo is upgrading its sales
system with aFujitsusystem to improve customer
service.
FirstInfo, a part of the FirstGroup transport operations
company, is replacing its existing ticket
telesales system with Fujitsu Star telesales.
FirstInfo provides telephone rail ticket sales for First Great
Western, First Scotrail, First Trans-Pennine Express, Hull Trains
and other operators.
The company is installing Star in order to improve the speed and
efficiency in which enquiries and bookings are handled at its three
call centres in Plymouth, Fort William and India.
FirstInfo said the system will help staff reduce handle times on
calls by about 30 seconds, because it better supports the call
handling process and provides scripting to guide telesales
staff.
Becky Simpson, contact centre director at FirstInfo, said, "The
Star telesales system is fundamental to the improvement of the
customer experience when they call us to book tickets or to enquire
about bookings.
"It 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 all of FirstInfo's customers."
Star is already used by seven out of twenty five train operating
companies (TOCs) in the UK.
