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Railhub Archive
1999-06-14 ATO-001


Prestigious award for National Rail Enquiry Service

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Association of Train Operating Companies
National Rail Enquiry Service

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Prestigious award for National Rail Enquiry Service

14 June 1999
source ATOC
type Press release

The National Rail Enquiry Service (NRES) has won a special award from BT which recognises the significant improvements made in meeting key targets.

The award recognises "the central and strategic role of modern telecommunications and call centres in transforming a service".

NRES was launched after rail privatisation to avoid the new train operators having to set up 25 separate enquiry services. After nearly three years, it now handles more than a million phone calls every week with usage growing by between 8 and 10 per cent a year.

Passenger enquiries to the single national number – 0345 48 49 50 – are channelled to one of six call centres with 2200 staff around the country, in Dundee, Newcastle, Derby, Cardiff, Southampton and Plymouth.

NRES regularly exceeds the Rail Regulator’s target of answering 90 per cent of calls (and has done since November last year). Independent research shows that 89 per cent on callers are satisfied or very satisfied with the service.

Nick Illsley, NRES Chief Executive said: "The award recognises the dramatic improvements made by the privatised rail industry in partnership with its suppliers in the provision of information to its customers. The challenge is to build on this platform and continue to improve the service."

Presenting the award at today’s Marketing Telemarketing Awards, Duncan Ingram, BT’s Director of Shared and Complementary Channels, said: "ATOC has turned round a service that was initially underperforming to one that today is exceeding its key targets and is continuing to improve its quality of service."


For more information: Nick Illsley, NRES Chief Executive

Tel. 0171 904 307

Railhub Archive ::: 1999-06-14 ATO-001


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