ComputerTel 'Coaches' National Express |
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 ComputerTel Limited have just been awarded a contract to implement a customised voice recording and agent assessment solution for National Express' Customer Contact Centre, based in Birmingham.
National Express are Britain's only scheduled coach network, carrying more than 12 million passengers each year to around 1200 destinations throughout England, Scotland and Wales. They are also Britain's largest operator of scheduled coaches to airports, and the UK's largest operator of scheduled services to Europe.
National Express focus on the highest possible standards of customer service, and with this in mind, they wanted to improve their performance and quality of service, to ensure that expert levels are continually maintained. Their search for an experienced and flexible supplier, who would work with them to create a tailored solution, that met all their requirements, and who were equally customer focused, lead them to ComputerTel.
Through a series of consultancy meetings and discussions, over a six month period, the tailored solution was created and installed. It has been implemented across the contact centre for the past month and agent and management feedback is extremely good.
We will update you on how solution develops.
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