Hull Trains

Hull Trains launch £60,000 refurbished telesales office
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date 25 June 2001
source Hull Trains
type Press release

note HT09/01

Hull Trains’ £60,000 refurbished telesales office opens on 27 June to provide an improved and more efficient service to customers.

In a special ceremony to mark the occasion, a plaque will be unveiled in the new office and commemorative gifts will be handed out to telesales staff.

The decision was made to update the telesales office when the previous Automatic Call Distribution System became outdated and expensive to run.

Hull Trains also upgraded the office accommodation, rewired the office, replaced old cabling and created more space to accommodate 10 extra staff, increasing the number of desks from 19 to 29.

The new system will bring improvements to customer service as it allows the office to be manned more efficiently, allowing call groups to be set up so that if one group has calls waiting, calls can be directed to a quieter group.

The new system - provided by ntl: - also allows the telesales team to monitor the service better as it provides information on call peaks and troughs and how many customers receive the engaged tone, something they had no idea about previously.

Customers experienced no change to the telesales service during the refurbishment as the new telephone system allowed staff to ‘hot desk’, setting up workstations anywhere in the building.

Hull Trains’ General Manager Clive Gossop said, “Our Telesales team work very hard dealing with over 7,500 calls every week. This important investment means that calls are handled better and as a result the team is much happier which reflects in the excellent customer service they provide.”

The telesales office currently employs 37 staff. The recent major refurbishment of the office and new equipment coincides with the introduction of a new telephone number for ticket sales: 08700 40 90 90.

Notes to Editors/Picture desk

PHOTO OPPORTUNITY: The press office will glad to send you a photo of the refurbished office. Please see contact details below.

For further information about this press release, please ring the Hull Trains Press Office on 01473 693929 and ask for Peter Meades, Jonathan Denby or Kerri Howard, or you can contact them by email.

Railhub Archive ::: 2001-06-25 HUL-001