We take ownership of work requests through to completion, delivering a reliable and consistent approach rooted in customer service excellence.
Our Customer Response Centre houses a dedicated and experienced team of 30, providing Helpdesk support around the clock, every day of the year. To maintain our consistently high levels of customer service, we adhere to ISO 9001 standards and leverage cutting-edge technology.
Last year, our Helpdesk received 110,000 work orders, handled through a combination of over 138,000 calls, 195,000 emails, and 42,000 app requests. More than 90% of calls were answered within 30 seconds, and emails were registered within 12 minutes.
Our cloud-based operating system ensures resilience for both customers and staff, guaranteeing round-the-clock service continuity. It enables Helpdesk Team Leaders to monitor and continuously improve call handling quality through live call listening, automatic customer feedback loops, and real-time SLA and KPI tracking.
Personalised
24/7/365
Service
Leveraging advanced technology, our ISO-accredited Customer Response Centre ensures seamless, high-quality support with real-time performance monitoring and customer feedback.
Personalised 24/7/365 Service
Leveraging advanced technology, our ISO-accredited Customer Response Centre ensures seamless, high-quality support with real-time performance monitoring and customer feedback.
The mobilisation of the transfer of services to VINCI was a great success. We were particularly happy with the data and Helpdesk services.
Gareth Ponting, Facilities Manager, Transport for Wales