Journeycall breaks million Railcards barrier
Journeycall, has issued over a million Railcards less than a year after winning the contract to issue National Railcards online on behalf of the Association of Train Operating Companies (ATOC).
To mark the event, Journeycall has rewarded the lucky recipient of its one millionth Railcard,with a free 3-year Family & Friends Railcard as well as refunding her original purchase.
Journeycall business development director, Lesley Stewart, said: “After taking over management of online National Railcards issuing and support in late 2012, we have broken the one million barrier for Senior, 16-25 and Family & Friends Railcard sales. We have also introduced a series of improvements to make it easier for people to purchase and renew Railcards online from the comfort of their home. We’re delighted to be able to reward our one millionth railcard holder with a prize to mark the occasion.”
The three National Railcards are issued on behalf of ATOC and enable holders to obtain a third discount off most rail fares.
“2013 also sees a significant milestone for the Disabled Persons Railcard,” continued Lesley; “we now have over 150,000 Disabled Persons Railcard holders, an increase of over 50% since Journeycall first issued this Railcard in 2008. We are delighted that online sales of the big three National Railcards have also been so successful. ”
The high number of Railcards issued by Journeycall reflects the growth in online rail ticket purchase by passengers, as well as the popularity of rail travel as an alternative to the stresses and fuel costs of car travel.
Andrew Robertson, Head of Marketing for ATOC commented “We’re delighted Journeycall has achieved this important milestone and that more and more of our customers are choosing to buy their Railcards online.”
Journeycall staff held a Halloween Fancy Dress Competition (including dooking for apples) on Thursday 31st October, to raise funds for and support their chosen charity, Macmillan Cancer Care.
Journeycall awarded European top four status for Best Travel contact centre service
Journeycall in European Top Four
Journeycall has been chosen as one of Europe’s top four contact centres for Best Travel and Hospitality service in the prestigious European Call Centre & Customer Service Awards 2013. In 2010, Journeycall won the Best Small Contact Centre in Europe award at the European Call Centre Awards.
Julie to lead Journeycall training team
North East Scotland contact centre operator, Journeycall, have promoted Julie Howe to the role of Training Manager.
Managing Director, Trisha Pirie, said: "I'm delighted to announce the appointment of Julie Howe as Training Manager. Julie has been an integral part of the Journeycall operational team for several years. "Demand for Journeycall's customer service solutions has steadily increased in the last few years and is picking up sharply this year as the industry looks to outsource services in response to economic forces. Julie's impressive knowledge of Britain's public transport services gives her a solid foundation on which to lead our training department and will allow us to continue providing an extensive portfolio of training programmes focussed on delivering world class customer service."
Julie was instrumental in training Journeycall call centre and support staff in readiness for the multi-million pound online National Railcards issuing contract, which was introduced in November 2012. Julie commented: "Creating the right service culture amongst operational personnel starts with training and I'm committed to ensuring this remains one of our top priorities."
Journeycall at million Railcards Parliament celebration
Directors of North East Scotland contact centre operator, Journeycall, attended a parliamentary reception in London on 20th March to celebrate over one million Senior Railcards issued annually.
Journeycall Business Development Director, Lesley Stewart, said: “Since taking over the management of online National Railcards issuing in 2012, we are delighted to be playing a key role in the Senior Railcard success story. Journeycall has introduced a series of improvements to make it easier for people to purchase and renew Senior Railcards online. These include introducing additional ways of carrying out verification checks for seniors who don’t have a passport or driving licence, meaning they can purchase online for the first time, rather than having to go in person to the station, as well the ability to sign up for auto-renewals rather than having to remember to renew each year. Customers can also purchase a three-year card online which is not available elsewhere, giving them even greater savings over buying one-year cards.”
The Parliamentary reception was organised by the Association of Train Operating Companies (ATOC) and Age UK, and was attended by parliamentarians, representatives from across the rail sector and older people’s organisations.. The event was sponsored by Louise Ellman MP, Chair of the Transport Select Committee, and hosted by Baroness Joan Bakewell.
Journeycall won the online National Railcards three-year contract in 2012 against stiff opposition from UK based and global contact centre operators. It will issue over one million National Railcards bought online annually, including the Senior Railcard. “Both Journeycall and ATOC are determined to increase online sales of Railcards substantially,” continued Lesley. “We realise how important it is for people to be able to buy Railcards from the comfort of their own home, and we are working hard to continue to see annual increases in web sales to 2015 and beyond.”
The Railcards range includes the Senior, Family & Friends, and 16-25 Railcards, enabling millions of holders to obtain discounts on most off-peak National Rail fares. Journeycall has already successfully issued the Disabled Persons Railcard on behalf of ATOC since 2008, growing sales by over 50%, to just under 150,000 card holders.
Journeycall, in association with parent company, ESP Systex, have developed a bespoke Card Management System (CMS) to handle the large number of online Railcard customers, making the customer buying experience easier and quicker than before. Their CMS is already in use by a large number of clients including London Councils for the Freedom Pass, and the Scottish National Entitlement Card scheme. Other Journeycall contact centre clients include Perth based Stagecoach and Transport for London (Oyster Card).
Pictured left to right: Lesley Stewart, Baroness Joan Bakewell and
Terry Dunn (Journeycall Chairman)
Below left to right: Terry Dunn, Trisha Pirie, Journeycall Managing Director,
and Association of Train Operating Companies Commercial Director,
David Mapp, at Senior Railcards parliamentary reception
14 February 2013
Journeycall achieves Best Companies "One to Watch" award status
For the second year running, Journeycall has achieved "One to Watch" status in the Best Companies accreditation standards which acknowledge employee egagement and excellence in the workplace. The award came after in-depth surveys of Journeycall staff and their views on working for Journeycall. Accreditation is an integral component of an organisation's achievements and growth, with "One to Watch" status reflecting the strong commitment of Journeycall staff to its continuing success story. The award reflects an outstanding year for Journeycall when it was chosen by Britain's train companies to handle the prestigious National Railcards online sales service.
29 January 2013
Would you like to join the Journeycall Operations team?
We're recruiting for several new roles including Sales Executive, Business Development Assistant and Production Manager.
Go to http://www.journeycall.com/recruitment.htm for more information