Easier, more personal service for South West Trains customers moves a step nearer

Published on : Thursday, March 17, 2016

South West TrainsInnovative plans by South West Trains to invest in smarter, more personal customer service have moved a step closer. South West Trains has now started the search for 35 new employees for its industry-leading new customer contact centre in Basingstoke, which will open in the summer.

The new state-of-the-art centre, which will operate 24/7, will mean customers can talk directly to a member of staff via a video link whilst buying their train tickets. Over 100 special new ticket machines are now being installed at stations across the South West Trains network, which will be fitted with a video screen linking back to the new customer contact centre. If a customer needs help with buying their tickets, or advice about their journey with South West Trains, they can use the video link to get in touch with a member of the team in Basingstoke at any time of the day or night.

35 new jobs are being created with the opening of the new customer contact centre, which are a mixture of full-time and part-time roles. Interested applicants are being encouraged to visit a special recruitment open day, which is being held on 19 March in Basingstoke.

In addition, South West Trains is recruiting over 100 new customer ambassadors who will be located on station concourses to help with any customer queries and to offer a more personalised service. All customer ambassadors will train for a Level 2 Diploma in Customer Service and will have access to smart technology to help customers.

Christian Neill, Head of Customer Experience for South West Trains, said: “We know our customers want a personalised service and our station and on-train staff will still be there to provide help for customers travelling with South West Trains. We wanted to go one step further however and by using this new technology, we can offer customers help with buying their tickets no matter what time of the day or night.

“We’ve looked at other major retail companies who use video contact centres and the customer feedback has been very good. Our new state-of-the art video customer contact centre will be the biggest of its kind in the rail industry and will significantly improve the service we can offer to our customers.”

“As well as the major investment we are making in our new customer contact centre, we are also in the process of training over 100 customer ambassadors to offer a more personalised service at our stations.”

The new ticket machines and video contact centre are due to launch in June. The new customer ambassadors will be starting at stations from this month. In addition, South West Trains is in the process of rolling out over 2,300 iPhones to its front-line customer service employees to help provide faster, more detailed information to customers.
The main South West Trains customer contact centre will continue to be based in Southampton.


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