Merseytravel Customer Contact Centre System Integration and Services

Tender description

As part of our continual improvement, the customer telephone contact centre has evolved over time to introduce a range of new services into the team with a view to improving access for our customers. Merseytravel is interested to continue this drive and improve our customer experience and evolve the Call Centre into a dedicated Customer Contact Centre ? handling all forms of customer contact and embracing new technology to do so. The Current Call Centre Consists of approximately 20 staff, covering the hours of 07:00 to 20:00 Monday to Friday, and 08:00 to 20:00 of a weekend and Bank Holiday. The service is available 364 days per annum and currently handles in the region of 400,000 calls per annum, answering a diverse and varied range of enquiries through a varying suite of contact telephone numbers. The team have recently commenced responses via the corporate social media channels, mainly Twitter, and access a range of data through multiple specialist systems to manage customer accounts. A range of our current services are below as a summary, each of which require access to a different system to manage and process information for the customer: - ? Travel advice/ incident updates. ? Travel ticketing enquiries ? Concessionary Travel management ? Mersey Tunnels enquiries ? Mersey Tunnels Fast Tag account management ? Mersey Ferries enquiries ? Mersey Ferries ticket sales The team have previously provided external services for other organisations, and the vision is such opportunities will continue to be actively procured should the role fit with our travel related expertise. It is also expected that the Centre could expand to accommodate other Travel related services across the Liverpool City Region ? acting in effect as a single point of contact for all Transport Operators too. Whilst the current main customer channel is via the telephone, via a suite of varying telephone numbers, the organisation is anxious to review and rationalize this arrangement, making access arrangements clearer for the customer but retaining reporting and skill based routing. The organisation also recognises the trend of increasing calls and would welcome opportunities to develop customer self- help options alongside the call handling arrangements ? including IVR and speech recognition technologies.