Journeycall at million Railcards Parliament celebration
 

Journeycall in North East Scotland jobs boost                                                      9 May 2012

Aberdeenshire and Angus based contact centre operator, Journeycall, is recruiting up to 50 new staff to handle an expected leap in Olympics related customer calls.

Journeycall MD, Trisha Pirie, said: “We’re gearing up for an exceptionally busy few months when many of our rail and bus clients may experience unprecedented demand both before, during and after the Olympics and Paralympics events.

The lion’s share of our clients are in the UK public transport sector, and they are gearing up for a phenomenally busy summer, with a potentially huge increase in passenger numbers for 2012 Games related activity.  We’ll be recruiting a wide range of new staff, including full-time, part-time, night shift, temporary and permanent advisors.  Journeycall will play its part in ensuring the once in a lifetime London Games is a successful showcase for Britain’s sporting and business expertise.”

Journeycall is a Laurencekirk and Brechin based customer support, telesales and fulfillment specialist, with expertise in the transport and smartcard fields. Its other clients include London Councils, Stagecoach, Go-Ahead, Transport for London and the Association of Train Operating Companies.

Along with parent company, ESP Systex, Journeycall is a leading UK provider of expertise in development, delivery and support of ticketing and smartcard services for transport, leisure, education and security companies.




4th April 2012

Journeycall re-awarded Oyster contract

Scottish contact centre operator, Journeycall, has been re-awarded the multi-million pound contract to provide telesales, support and fulfillment services for Transport for London’s Oyster Card.

Following a competitive tender against leading customer contact centre rivals, Journeycall were chosen for this prestigious contract by Transport for London.  The contract is worth around £2.5million, and runs to 2013 with an option to extend.  The highly successful Oyster Card, first launched in 2003, is used by millions of Londoners on bus, underground and rail services.

Journeycall Managing Director, Trisha Pirie, said: “This contract renewal win for Journeycall is a very positive endorsement of the high quality service we have been providing to Transport for London for many years.  Journeycall continues to be at the forefront of transport and smartcard retailing and support services.  With public transport in the UK proving increasingly popular, we are committed to ensuring that customers can easily buy and obtain support for Oyster Cards and other travel tickets and have easy access to all modes of transport throughout the UK.”

Journeycall is a multi-channel contact centre company specialising in the transport and smartcard industries. Its other clients include London Councils, Stagecoach, Go-Ahead, Chiltern Railways and the Association of Train Operating Companies.

The joint solution provided by Journeycall and its parent company, ESP Systex make them the UK’s leading provider of integrated solutions and bureau services for smartcard schemes.  They have wide expertise in development, delivery and support of smartcard systems, systems integration, and fulfillment for the transport, leisure, education and security market sectors.




19th January 2012

Journeycall accredited as “One To Watch” in Best Companies survey

Journeycall is delighted to have achieved an accreditation rating of ‘One to Watch’ in the Sunday Times Best Companies to Work For annual survey.

Journeycall Managing Director, Trisha Pirie, was very pleased with Journeycall’s strong performance:
“This is a great achievement and reflects how much our high calibre intelligent staff value being part of the Journeycall success story. It’s a strong indication that the efforts we’re putting in to make Journeycall ‘the employer of choice’ are really paying off and our people are recognising the benefits. 

The Best Companies survey results will be closely analysed to see how we can further improve our performance as an employer as we seek to achieve star accreditation rating in future Best Companies surveys.”





20 December 2011

Angela joins Journeycall management team

North East Scotland contact centre operator, Journeycall, has appointed Angela Birchall as Support Services Manager, based at its Laurencekirk headquarters.

Trisha Pirie, Journeycall Managing Director, said: “I’m particularly pleased to promote Angela to this key role, as she has risen quickly through the Journeycall company ranks, since joining us in 2009. Angela has an excellent understanding of the importance in ensuring that our fulfillment services are of the highest quality to continue our excellent reputation in the UK travel industry.”

Commenting on her new role, Ms Birchall said: “I very much welcome this opportunity to manage a highly motivated Support Services team, at a very exciting time for Journeycall as we look to expand, despite the economic downturn. We have developed our expertise in web based electronic support and fulfillment services, as they grow in importance, in addition to the fast response work we do for phone and postal customer communications.”

Journeycall handles over 6000 phone calls, emails and letters daily through its Brechin and Laurencekirk offices. It specialises in telesales, customer support, smartcard and sales fulfillment services for business clients including Transport for London (Oyster smartcard issuing and staff support helpline services), Stagecoach, London Councils, Arriva Trains Wales, Go-Ahead and the Association of Train Operating Companies (Disabled Persons Railcard issuing and support for over 130,000 railcard holders).

Journeycall’s Hull based parent company, ESP Systex, has wide expertise in development and delivery of smartcard systems, systems integration and the provision of card bureau services for the transport, leisure, education and security market sectors.







Lesley Stewart presenting award on extreme left


17 October 2011

Journeycall present European Call Centre award

North East Scotland contact centre operator, Journeycall, sponsored and presented the Best Small Contact Centre award at the 2011 European Call Centre and Customer Service Awards in London on 11 October.

Lesley Stewart, Journeycall Business Development Director, said: “We were delighted to sponsor the European Small Contact Centre award category, having won this prestigious award in 2010. The awards this year merge the European Call Centre Awards with the National Customer Service Awards, and, of course, there is a natural affinity between customer contact and excellent customer service standards. Amicus Horizon are a worthy winner of the Small Contact Centre of the Year category.”

The event was hosted by one-liner comedian Stuart Francis and took place at London’s Park Lane Hilton Hotel in front of an audience of contact centre industry senior managers.

Journeycall handles over 6000 phone calls, emails and letters daily through its Brechin and Laurencekirk offices. It specialises in telesales, customer support, smartcard and sales fulfillment services for business clients including Transport for London (Oyster smartcard issuing and staff support helpline services), Stagecoach, London Councils, Go-Ahead and the Association of Train Operating Companies (Disabled Persons Railcard issuing and support for over 130,000 railcard holders).

Journeycall’s parent company, ESP Systex, has wide expertise in the development and delivery of smartcard systems, systems integration and the provision of card bureau services for the transport, leisure, education and security market sectors.







26 August 2011

Theresa Wishart joins Journeycall Board

North East Scotland contact centre operator, Journeycall, has announced the appointment of Theresa Wishart, to its Board of Directors.

Theresa has been with Journeycall for over 5 years, working in various roles and most recently as Call Centre Manager. In her new position as Director of Call Centre Services, Theresa will head a team of over 70 staff, co-ordinating and leading development of the company’s contact centre activities.

Trisha Pirie, Managing Director of Journeycall , said:
“I am delighted to announce Theresa’s appointment. This is an exciting time for Journeycall; the experience and skills Theresa brings to our business are key as Journeycall continues its growth and we move into the next phase of our expansion plans.

With the addition of Theresa to an already experienced Board of Directors I am confident that Journeycall will continue to enhance its reputation for delivering the highest quality service both to and on behalf of our clients.”




9 June 2011

Journeycall to support London Freedom Pass

North East Scotland contact centre operator, Journeycall and their parent company, ESP Systex, will provide systems, card bureau and customer support services for the London Freedom Pass concessionary travel scheme.

Following a competitive tender against leading industry rivals, Journeycall’s parent company, ESP Systex, were chosen for the multi-million pound five-year contract by London Councils, with Journeycall being awarded the contract to provide all the customer support services to the project. The Freedom Pass is used by over a million Londoners, and provides free bus, underground and rail travel to elderly and disabled residents of London Boroughs. The pass employs the latest contactless smartcard technology and is coordinated by London Councils on behalf of local authorities.

Journeycall Managing Director, Trisha Pirie, said: “This is a very significant win for the ESP and Journeycall team, as we were in competition with major worldwide card systems and customer support suppliers. I’m confident that Journeycall will deliver a high quality cost effective Freedom Pass customer interface service for London Councils for the next five years. It’s also great news for Angus and North East Scotland, with new jobs created at our Brechin contact centre.”



May 2011

Journeycall Boost Management Team

North East Scotland contact centre operator, Journeycall, has appointed Kate Macdonald to its Laurencekirk based headquarters team, as Support Services Manager. Kate has extensive client support experience, having previously managed a large staff team for an Aberdeenshire based care sector company.

Journeycall Managing Director, Trisha Pirie, said: “I am delighted to welcome Kate to the team. Despite the mixed economic news, Journeycall is finding many opportunities to increase its client base, particularly in the public transport sector. I am very optimistic that the need for high quality customer contact services offered by Journeycall, will continue to grow, as consumers demand ever higher support when buying and using products and services. The experience and skills our new appointee brings to Journeycall will ensure that we can continue to compete successfully when matching our customer communications expertise against offshore global giants.”

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in telesales, customer support, smartcard and sales fulfilment services for companies including Stagecoach (Megabus), Go-Ahead, the Association of Train Operating Companies (Disabled Persons Railcard) and Transport for London (Oyster smartcard). Journeycall’s partner company, ESP Systex, specialises in development and delivery of integrated smartcard systems and bureau services, in the travel, leisure, education and security market sectors.






March 2011

Client Delivery Manager appointed

Journeycall has restructured its management team to further improve the service quality given to clients, along with enhancing its structure to support future growth.

As part of the change, Stephen Pryde – Call Centre Manager at Brechin – is moving to a new role within Journeycall, and from 23 March will become Client Delivery Manager responsible for liaison between clients and Journeycall's operations team.

The role is responsible for the on-going relationship and contract management of current clients, and for generation and development of new business opportunities. Stephen will be the first point of contact for all clients in relation to commercial and client service enquiries. He will also coordinate client review services.

Theresa Wishart, as Call Centre Manager, will assume permanent responsibility for all call centre activity, both in Laurencekirk and Brechin.




January 2011

Journeycall Support Services rise to challenge

The recent UK severe weather conditions caused an avalanche of refund requests due to train service disruption. A Journeycall client was badly affected by the service problems, resulting in a massive number of claims received within a short period; these required quick processing to meet Department for Transport mandatory customer response timescales.

Journeycall’s Support Services team swiftly sprang into action by recruiting additional temporary support, as well as working long hours to handle the huge pile of compensation claims. This outstanding effort was achieved without any negative effect on services Journeycall provides to other clients.

Managing Director, Trisha Pirie, was delighted: “This is a fantastic example of teamwork, commitment and performance by our Support Services team. The terrible weather during December resulted in a massive influx of customer claims. The Journeycall Support Services team handled several thousand claims at very short notice, setting and achieving very challenging workload and processing targets.

Our client is extremely impressed by Journeycall’s efforts, which show both our ability to handle a short-notice exceptional workload peak and our excellent understanding and success in achieving rail industry service quality requirements."





29 November 2010

Journeycall travel on despite snowstorms

North East Scotland contact centre operator, Journeycall, has continued to provide a full business service throughout the current severe weather conditions. Its call centres at Laurencekirk and Brechin have remained open, with staff overcoming snow drifts and temperatures well below freezing.

Journeycall Managing Director, Trisha Pirie, said: “Our staff have struggled in to the office by digging through snow where necessary, car sharing, working extra hours and staying close to the office overnight, to ensure we maintain our full 0700 to 2200 contact centre services for clients. Ironically, our clients are public transport operators for the most part, whose business is to help people get from A to B come rain or snow! These include Stagecoach, Transport for London and Chiltern Railways.”

“I can’t believe how much snow has fallen over the last couple of days and while it looks very pretty, I know it has made travelling to and from work extremely difficult,” Trisha Pirie continued. “I am very grateful to our staff for showing such excellent team spirit; clients are most impressed with our determined efforts to make it into work.”


Journeycall Managing Director, Trisha Pirie, ploughs through the snow



Journeycall staff pushing a colleague's car





November 2010

Journeycall in Talking Tayside 2010 awards win

Journeycall have won the Contact Centre in the Community award at the 2010 Talking Tayside awards. Journeycall's awards entry described the many initiatives it has taken to work with the local community and charitable organisations, along with its strong support for green and sustainable transport initiatives.

Valuable links with schools
Journeycall has close links with local schools, understanding the importance of pupils as future Journeycall staff. Work experience young people have joined the Brechin (from Brechin High School) and Laurencekirk (from Mearns Academy) teams from time to time, and indeed many full-time staff in both offices are former pupils of local schools. Managing Director, Trisha Pirie, has also given presentations on Journeycall’s business activity to local schoolchildren.

Good causes actively supported
Journeycall staff are very active in a wide range of charitable activities. Worthy causes supported include cancer charities, Help for Heroes, Ninewells hospital and Parcels4Troops. A charity walk to the summit of local peak, 3000 foot Mount Keen, raised hundreds of pounds for a Ninewells hospital ward comfort fund, where a relative of a Journeycall staff member had been very well looked after.

Journeycall’s Laurencekirk fulfilment team has been thanked by Edinburgh charity, Parcels4Troops, for donations of sweets and small luxuries from Journeycall staff, to support British soldiers abroad. This included 15 boxes of sweets, dried food, batteries and other very useful and much appreciated extra items, to make life more comfortable in often inhospitable climates. Several hundred pounds were raised through sales of raffle tickets, pens, wristbands, badges and keyrings. Funds raised by Journeycall also support children’s parties and other activities to help army families who remain in Britain while parents and relatives serve overseas. Thank you letters have been received from troops, grateful for the extra help to make their time abroad more relaxing.

Disabled people welcome
Journeycall maintains an equal opportunities policy and people with disabilities are employed, with appropriate facilities being provided. These include car parking space beside office entrances when necessary. Staff are particularly appreciative of the needs of disabled people, bearing in mind that Journeycall handles the Disabled Persons Railcard contract for the Association of Train Operating Companies, and is constantly in touch with over 115,000 Disabled Persons Railcard holders.

Supporting green initiatives
Journeycall is an active recycler including paper at Laurencekirk and cans, plastic and glass at Brechin. Several Journeycall staff have taken advantage of the ‘cycle to work’ scheme to reduce their carbon footprint. Staff use public transport including buses at Brechin and Laurencekirk, and the National Rail station one minute’s walk from Journeycall’s Laurencekirk office. And when promoting public transport to callers, Journeycall advisors are well aware of the strong environmental case to leave the private car at home, whenever possible.

Further to this, Journeycall has produced a public transport travel guide and timetables for North East Scotland Transport Partnership. This promotes use of local rail and bus services, in particular seeking to lessen the peak-time gridlock which plagues Aberdeen’s local road network.


          
.
Left to right: Lesley Stewart, Naomi Cabrelli and Trisha Pirie celebrate the awards                 
win for Best Contact Centre in the Community, recognising the centre which is an                
industry ambassador demonstrating strong community spirit - supporting education,
charity fundraising, recruitment of minority groups and sustainable environmental
activities.





Fiona Mackay of Journeycall Support Services
with the award



29 October 2010

Journeycall a finalist in four Tayside awards

Mearns based contact centre services provider, Journeycall, has been shortlisted as a finalist for four Talking Tayside awards.

The shortlisting comes only a few weeks after Journeycall was named Best European Small Contact Centre in the 2010 European Call Centre Awards.

Award categories, where Journeycall has reached the final stage, include Call Centre Manager of the Year (Stephen Pryde of Journeycall’s Brechin contact centre), Operations Manager of the Year (Grant Mathieson, based at Journeycall’s Laurencekirk headquarters), Contact Centre in the Community, and Company Culture award. Journeycall has held the Company Culture award for the past two years

Trisha Pirie, Journeycall Managing Director, commented “Reaching the final stages in four categories is an achievement in itself, and reflects the all-round strength of Journeycall, and, in particular, our staff. The award is great recognition for their excellent efforts and dedication to consistently deliver the highest quality customer contact services for clients.”

The Talking Tayside contact centre forum was set up by Dundee City Council in 2000, and focuses on promoting and attracting business to the region’s contact centre industry. A judging panel will visit the finalists and decide winners during November, with awards presented on 26 November in Dundee.

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in telesales, customer support, smartcard and sales fulfilment services, for leading UK companies including Stagecoach (Megabus), Go-Ahead, the Association of Train Operating Companies (Disabled Persons Railcard) and Transport for London (Oyster smartcard). Journeycall’s partner company, ESP Systex, specialises in development and delivery of integrated smartcard systems and bureau services. Together, they provide a full end to end information and retailing service for travel, leisure, education and security market sectors.





22 September 2010

Journeycall win European Call Centre Award
Scottish contact centre operator, Journeycall, have won the European Call Centre Award for Best Small Contact Centre in Europe.

Journeycall Managing Director, Trisha Pirie, said: “The award is great recognition for the excellent efforts and dedication of our staff to consistently deliver the highest quality customer contact services for clients. We are delighted to have won this prize against a host of international competitors. Together with being a finalist in the Large Team award category, it’s a very positive accolade for Journeycall and the Scottish contact centre industry.”

The winner was announced on 21 September at a Birmingham awards event, bringing together the elite of Europe’s contact centre industry. Now in its 15th year, the European Call Centre Awards is an established event, rewarding companies that have made a significant impact. “This year’s standard really was impressively high across the board.” the Awards judges commented.

Trisha Pirie added: “We believe that the service quality Journeycall offers is carefully tailored to the precise needs of our clients, both in terms of expertise and cost, in a way that offshore global call centre giants simply cannot match. This award also recognises the important contribution made within our industry by small contact centres who can deliver tailor made solutions with a more personal touch. We beat off incredibly strong competition from Aviva, Parasol, RCN (Royal College of Nursing), the AA and P&O Ferries.”

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in telesales, customer support, smartcard and sales fulfilment services, for UK industry giants including Stagecoach (Megabus), Go-Ahead, the Association of Train Operating Companies (Disabled Persons Railcard) and Transport for London (Oyster smartcard).

Journeycall’s partner company, ESP Systex www.espsystex.co.uk , specialises in development and delivery of integrated smartcard systems and bureau services and the two companies combined are able to provide a full end to end solution within transit, leisure, education and security market sectors.
 

21 October 2010

Journeycall staff in fancy dress for Parcels4Troops

Staff at Brechin and Laurencekirk based contact centre operator, Journeycall, are having a fancy dress day on Friday 29 October. The aim is to raise funds for charity, Parcels4Troops, with each staff member donating £2, and with a small prize for the most humorous costume.

Journeycall staff, Fiona Mackay and Bill Clayton, are arranging the event as part of a series of fund-raising initiatives to support Parcels4Troops, who donate home comfort gifts to British troops in Afghanistan. “The day is aimed at having some fun and raising funds for such donations as boxes of sweets, dried food, batteries, and other useful much appreciated items for the comfort of our soldiers in this hot inhospitable climate” said Fiona Mackay. “We are also selling pens, wristbands and car window stickers. The items we give to troops are just small but make a real difference to the everyday lives of troops far from home.”

Donations form part of Edinburgh-based Parcels4Troops’ contributions to the soldiers. Journeycall staff have already taken part in many Parcels4Troops fund-raising initiatives, which are part of a Scotland-wide support effort.

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in telesales, customer support, smartcard and sales fulfilment services, for UK industry giants including Stagecoach (Megabus), Go-Ahead, the Association of Train Operating Companies (Disabled Persons Railcard) and Transport for London (Oyster smartcard).


If you would like to send a reporter/photographer along to Journeycall’s Laurencekirk or Brechin contact centres on 29 October, please contact Mark Bryce, mark.bryce@journeycall.com , 07545 696236.

12 October 2010

Journeycall appoint Alison as Quality Manager

North East Scottish contact centre services supplier, Journeycall, have appointed Alison Chree as Quality Manager for their Laurencekirk and Brechin communication centres.

Managing Director, Trisha Pirie, said: “Alison has joined us to further drive up the already very high service delivery standards that we achieve. Our unique selling point is the bespoke quality intelligent contact services provided by our advisors. Alison will ensure we continue to be ahead of the field on what we offer, as new customer interaction channels emerge.”

Journeycall were awarded the Best Small Contact Centre in Europe award at the recent European Call Centre Awards, in competition with international household names, including the AA and P & O Ferries.

Alison is looking forward to the challenge: “My aim is to ensure that the service quality Journeycall delivers continues to cost effectively match and exceed the precise needs of clients, including Transport for London Oyster cards, Megabus and the Disabled Persons Railcard. Postal contact and call centre services are a key part of Journeycall’s operation, but we are also very much part of the electronic communications world, where customers also rightly expect the highest possible service standards.” Alison has over 20 years’ experience in quality management.

Journeycall has daily contact with over 5000 customers through phone calls, emails and letters. It specialises in telesales, customer support, smartcard and fulfilment services for industry giants including Stagecoach, Go-Ahead, Chiltern Railways, MyTrainTicket and the Association of Train Operating Companies. Beyond the transport sector, it also provides helpline support through the Irish Smokers Quitline, and a newspaper personal adverts customer support service for Advanced Telecom Services. 

 

1 September 2010

National rail press visit Journeycall Laurencekirk centre

A party of 11 rail media journalists, led by ScotRail External Liaison Manager, John Yellowlees, visited Journeycall’s Laurencekirk contact centre headquarters on Wednesday 1 September. The party included Railnews managing editor, Sim Harris, and Tony Miles of Modern Railways.

In addition to speaking with call centre senior team leader, Karen Gordon, and being shown around Journeycall’s fulfilment operation, the party watched a short presentation by Trisha Pirie and Lesley Stewart, setting out Journeycall’s development from a front room in the nearby village of Fettercairn, to a multi-million pound customer contact specialist today.

Journalists enjoyed a hospitable welcome with tea accompanied by Scottish delicacies including Rannoch pate, haggis and smoked salmon.

In response to questions, Lesley Stewart highlighted to the journalists the importance of locating the right information and ticket to suit the rail customer’s particular needs: “We believe that our intelligent, highly trained travel advisors have got all the tools needed to assist customers in getting the very best rail ticket deal for their specific journey requirements. A short questioning sequence tailored to quickly understanding the individual’s specific wishes, enables us to issue the right ticket for them first time, every time”.

Part of an annual visit to Scotland, the press party was en route from a presentation in Aberdeen by First Group Deputy-Chairman and Chief Executive, Sit Moir Lockhead, to a Glasgow evening dinner.



16 July 2010

Journeycall reach European Call Centre Awards finals

 Scottish contact centre operator, Journeycall, have reached the 2010 European Call Centre Awards final stages.

Journeycall Managing Director, Trisha Pirie, said: “We are delighted to have been shortlisted in both the Small Contact Centre of the Year and Large Team of the Year categories. This is acknowledgement of the consistently high quality services our staff are providing to the UK public transport industry. The European contact centre sector is extremely competitive, so to be shortlisted among the final six competitors, against a record number of entries this year, is a very positive accolade for Journeycall and the Scottish contact centre industry.”

The winner will be announced on 21 September at a Birmingham awards event, bringing together the elite of Europe’s contact centre industry. Now in its 15th year, the European Call Centre Awards is an established event, rewarding companies that have made a significant impact in the past year.

Trisha Pirie added: “Much of Journeycall’s expansion in recent years, despite the recession, has been in the very competitive rail sector. Unlike most of our competitors, we specialise in public transport services, believing that they will play an increasing role in future travel needs, as the sustainable option that will preserve our environment and quality of life.”

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in customer support, smartcard and sales fulfilment services, primarily for public transport operators including Stagecoach, Go-Ahead, the Association of Train Operating Companies and Transport for London.



1 June 2010

Volcano encourages train ticket sales

Recent air travel disruption caused by Icelandic volcanic dust, has resulted in extra business for Journeycall and its clients. Additional calls during the disruption showed that many people opted for train travel and ferries when going abroad, as an alternative to the plane. Journeycall advisors were able to provide much appreciated guidance on rail alternatives, to people concerned that their flights had been or might be cancelled at short notice, as weather conditions made the extent of flight chaos a very unpredictable factor.

Stephen Pryde, Journeycall’s Brechin contact centre manager, welcomed the extra business: “Many of our callers were delighted that rail travel is a very realistic alternative to flights, for journeys from Britain across Europe, or indeed for the domestic air shuttle routes, such as Scotland to London. Advisors were able to guide people on how a combination of high speed rail travel, ferries and indeed, the long distance coach, means that always opting for the plane is just not necessary. With their tickets quickly posted to them through our easy booking process, I’m sure that many air travellers will switch permanently to the train.”

Journeycall is dedicated to promoting sustainable public transport as the environmentally caring way to travel, and is pleased to play its part in weaning passengers away from air travel to the greener travel options offered by trains, buses and ferries.



19 April 2010

Journeycall win MyTrainTicket.co.uk
support contract

North East Scotland contact centre operator, Journeycall, has been selected to provide customer support, telesales and ticket fulfilment services for a new online rail ticket sales service: MyTrainTicket.co.uk

Journeycall Managing Director, Trisha Pirie, said: “We’re delighted to have won this three-year contract, which reflects our continuing strong success in providing contact centre services within the transport sector. Our contact centres use highly intelligent staff who have the ability to select the best ticket and service options for customers, whatever the circumstances”.

Journeycall was chosen as MyTrainTicket.co.uk’s front line support partner because of its extensive experience in providing similar services within the rail industry. MyTrainTicket.co.uk welcomed the opportunity to bring its online ticket selling website development expertise together with Journeycall’s retailing knowledge, to provide a high quality call handling and ticket issuing service, which will also include refunds and a support helpline for customers.

Journeycall has expanded rapidly despite the recession, and now handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in intelligent customer support, smartcard (in conjunction with ESP Systex) and sales fulfilment services, primarily for public transport operators including Stagecoach, Go-Ahead, Raileasy, the Association of Train Operating Companies and Transport for London.

Journeycall’s expertise covers rail and other public transport services, with the company being a strong supporter of integrated transport development.



12 February 2010

Journeycall Highly Commended at UK Rail Business Awards

North East Scotland contact centre operator, Journeycall, celebrated winning a Highly Commended award in the 2009 Rail Business Awards Supplier Excellence category, at last night’s London awards event.

Acting Managing Director, Trisha Pirie, said: “Yesterday’s prestigious London awards event brought together the elite of Britain’s rail industry, and we are delighted to have been given such a positive accolade by the industry”.

Journeycall were one of the final four companies in the award for Supplier Excellence, which covers:

• Provision of quality services and products
• Positive impact of the company's services
• Innovation in use of technology to improve supply chain
efficiency

Trisha Pirie continued: “Much of Journeycall’s expansion in recent years, despite the recession, has been in the public transport sector. Rail is a key element of this; the accolade we received in being highly commended against a multitude of other UK rail suppliers, reflects our success in delivering market-leading high quality contact centre services to the rail, bus and coach industries.”

The awards event took place at the London Hilton, Park Lane, in front of an invited audience of over 750 senior UK rail industry managers.

Journeycall handles over 5000 phone calls, emails and letters daily through its Brechin and Laurencekirk contact centres. It specialises in intelligent customer support, smartcard and sales fulfilment services, primarily for public transport operators including Stagecoach, Go-Ahead, Raileasy and Transport for London. It recently celebrated the first anniversary of its contract with the Association of Train Operating Companies, as Disabled Persons Railcard sales and fulfilment supplier.





Journeycall staff support Parcels4Troops

January 2010

Mearns-based contact centre and ticket fulfilment operator, Journeycall, celebrated winning the Talking Tayside awards category of Best Company Culture of the Year 2009, retaining the trophy it won in 2008.

Acting Managing Director, Trisha Pirie, said: I’m delighted that we were able to beat off very strong internationally known competition to win this award. Our achievement in gaining this recognition is down to the dedication, commitment and professionalism of the entire team at Journeycall and I’m extremely proud to work with such an impressive group of people”.

The award is given to the contact centre operator with the most positive working atmosphere and a commitment to making staff feel valuable in their organisation. It recognises the work of company employees in promoting company values, and rewards excellent performance and communication skills, both with the company and with clients and customers

Trisha Pirie continued: “Our tight knit family ethos at Journeycall has seen the company defy the downturn by delivering a high quality product to customers. In the past year we have won new contracts and are indeed celebrating a year as the Association of Train Operating Companies’ Disabled Persons Railcard sales and fulfilment supplier. We have also just launched a new website at www.journeycall.com designed by a local north east Scotland company, and are gearing up for further growth as the economy continues to pick up in 2010.

Journeycall handles over 5000 phone calls daily through its Brechin and Laurencekirk contact centres. It specialises in high quality customer support helplines, and sales and fulfilment services, primarily for public transport operators including Stagecoach, Go-Ahead and Transport for London.