|Transport for London –
“Journeycall Ltd. has been operating the adult Oyster Card scheme on behalf of Transport for London (TfL) since July, 2006. They were selected after a full tendering process due to their professionalism, initiative and ‘can-do’ attitude, as well as cost.
Journeycall provide a very high standard of contact centre services to us including handling of calls and fulfilment services.
Call handling includes provision of information, telesales, confirming and entering customer data and hot-listing of cards. Journeycall place a great deal of emphasis on training their members of staff on customer services, client specific information and soft skills. Their advisors are friendly and motivated and they ensure that they treat each customer individually according to their needs. They use type-talk to communicate with hard of hearing customers. Call handling is always carried out within our SLA, ensuring that over 95% of calls are answered with an average answer time of less than 10 seconds.
Journeycall accurately load different products onto Oyster Cards and issue and despatch them to our customers within 24 hours in line with our Service Level Agreement.
TfL are very happy with the services provided by Journeycall and we have built up a very mutually beneficial partnership with them. The original contract was for three years with a two-year extension option. We were so satisfied with Journeycall’s performance that within 18 months of working with them, we took up the option and have extended their contract. We will be considering them for further work in the future and would have no hesitation in recommending them to others”.
And a further vote of confidence by TfL in Journeycall's service was made with the contract being re-awarded by TfL to Journeycall, extending it after a highly competitive tendering procedure.