Enhancing Passenger Experience through Contact Centre Transformation

Aligning with broader organisational goals of enhancing passenger experiences and operational efficiency, Transport for Wales (TfW) embarked on a strategic journey to transform its customer contact centre.

The primary objective was swiftly transitioning from technologies that were not fit for purpose to a more robust, futureproof infrastructure.

Problem

The project started with a clear mandate to overhaul the contact centre. This was initiated through a series of workshops starting in June 2023 with a rapid progression from initial discussions to the go live in September of that year. Adopting FourNet's 'Connecting Wales' framework facilitated a fast procurement process.

Solution

Transport for Wales chose to implement a solution that integrated with NICE, a decision influenced by NICE's proven and strong solutions portfolio and their ability to fulfil specific technical requirements, including a robust omnichannel platform capable of supporting PCI compliance. This was particularly important for enabling functionalities such as the 'tap on, tap off' payment system for train tickets, which allows passengers to update their travel status online if they forget to tap their cards at stations. Additionally, Workforce Management (WFM) technology, which was not part of the previous system, was simultaneously implemented. WFM is currently being used for automated forecasting and semi-automated scheduling of shifts, with a view to increasing usage for time off management and activity requesting.

The new system has by creating a unified platform that supports multiple communication channels and integrates seamlessly with payment systems for enhanced customer convenience. This transformation restored confidence among the staff, which had been eroded due to the unreliability of the previous technology. Agents for TfW now benefit from new quality assurance tools that allow them to review and improve their interactions with customers. This project's successful implementation improved operational efficiencies and significantly improved overall customer experience. It positioned TfW to build upon this foundation with a strategic vision that includes expanding digital channels to provide more services cost-effectively. Building on this success, TfW has initiated projects for Feedback Management (Voice of the Customer CSAT) and co-browsing capabilities. These forthcoming features will enable agents to help customers navigate web pages and online content, significantly enhancing the overall customer experience. Implementing these tools will provide deeper insights into customer satisfaction and streamline online interactions, ensuring a more responsive and supportive contact centre environment.

Looking to the future

TfW plans to continue collaborating with FourNet's Customer Experience (CX) team to integrate additional digital functionalities that streamline operations and enhance passenger interactions.

This case study highlights the successful collaboration between Transport for Wales and FourNet and serves as a blueprint for similar transformations within the transportation sector. FourNet's expertise in creating dynamic, user-friendly contact centre solutions has set the stage for ongoing developments that will continue to innovate how TfW interacts with its customers, driving forward a new era of digital communication and customer service excellence.