Stagecoach, the UK’s largest bus and coach operator has officially opened its new customer contact centre, based at its headquarters in Perth. Stagecoach UK Managing Director Carla Stockton-Jones officially launched the contact centre with local authorities and industry bodies.
Customers from right across the UK will be able to use the new one-stop phone and digital contact point from today (Thursday 19 May). The new multi-skilled team of over 60 new customer service advisors and team leaders will operate an improved seven-day a week service and will move to fully extended opening hours on weekdays and weekends within the year to align better with how people travel.
Customers can still contact Stagecoach in the usual way via Twitter, Facebook or email and a dedicated advisor will be on hand to support their enquiry. In addition, from this week, customers can now call 0345 241 8000 and speak to someone in the new customer contact centre.
There will be one easy point of contact that customers can use to speak to a member of the Stagecoach team on any queries they have, including questions about timetables, feedback on services, help with smartcards and lost property.
Major investment is being made in a new customer relationship management system to help provide tailored support, better understand customers’ end-to-end journeys, and quickly address any emerging common issues.
Carla Stockton-Jones, UK Managing Director for Stagecoach, said: “This is a clear demonstration of our commitment to providing the best possible service to customers in our drive to a cleaner, greener country and also marks another major milestone in our customer transformation strategy.
“I am proud of our team who have worked incredibly hard to introduce our new customer contact centre. This is an exciting and major step forward in our plans and from this week, our new customer service team will be serving our customers right across the UK.
“There is a huge opportunity to attract people to more sustainable public transport in the years ahead as national governments look to move to net zero. Delivering the best experience to every single customer is central to helping people make the switch away from cars to public transport.”
David Littlejohn, Head of Planning and Development & Chief Planning Officer for Perth and Kinross Council helped to officially launch the event and said: “Stagecoach’s history in Perth stretched back more than four decades and this is a tremendous vote of confidence in the city and its workforce.
“Sustainable transport is crucial in the fight against climate change and this new customer contact centre will make it easier for people to leave the car at home and travel in a more environmentally-friendly way.”