Rail telesales firm FirstInfo upgrades customer contact system


Rail telesales firm FirstInfo upgrades customer contact system

Antony Savvas

Rail telesales firm FirstInfo is upgrading its sales system with a Fujitsu system 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.

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