
THE PARLIAMENTARY REVIEW
Highlighting best practice
30 | JOURNEYCALL
compensation system, DelayCheck, to
meet new consumer rights regulations.
This system streamlines and fully
manages delay verification, repayments
and correspondence to ease the
difficulties faced by operators when
processingclaims.
We offer an enquiry and telesales
service for a variety of operators and
retailers, where our expertise is made
evident through our advisers’ ability
to adapt and confidently operate
numerous complex systems while
delivering high-quality service. We also
provide dedicated customer service,
smartcard and mobile ticketing support
alongside aftersales services for bus
and train operators, rail retailers, TfL,
RDG and other London councils.
Throughout these processes, we
encourage customers to make use of
our online systems; in May 2014, we
introduced online retail for Disabled
Persons Railcards. This soon saw 65 per
cent of the cards purchased through
this online platform, from an original
base of zero, making it easier and
more convenient for users.
These are just some examples of the
services we provide for a vast range of
clients, with others including assisted
travel, refund issuance and dedicated
customer relations.
No compromise on quality
and security
As so much of our work is
customer-facing, we place quality
and the customer experience at
the heart of our operations. Our
quality management system is ISO
9001-accredited, and we employ
a dedicated team consisting of 16
learning and development agents
working alongside five fully certified
internal auditors across the business.
All team members undertake
a rigorous training programme
during induction to ensure they
achieve excellence in every aspect of
theirwork.
We also recognise the importance of
data security. Considering we handle
massive amounts of customer data,
we make it an absolute priority to
remain compliant with the appropriate
legislation, which came into force
last year. We are registered with the
Data Protection Act, work to the EU’s
GDPR regulations and are PCI DSS level
1-accredited – the highest level.
In keeping with our dedication to both
quality and security, we have invested
heavily in technology over the past
few years. This has included a new
cloud-based telephone system, which
provides state-of-the-art multimedia
customer interactions and allows
us to record 100 per cent of calls
utilising PCI-compliant software. This
ensures that we can respond quickly to
customers and process their needs in
a streamlined and efficient way, all the
while demonstrating a commitment
to operational excellence, which will
continue to underpin future training.
Global industry: ever-
unpredictable
In continually changing economic,
political and technological landscapes,
the transport industry is faced with
numerous challenges which impact the
We work from a state-
of-the-art 350-seat
22,500-square foot
contact centre
Our expertise is
made evident
through our
advisers’ ability
to adapt and
confidently
operate
numerous
complex
systems while
delivering high-
quality service
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