FirstInfo is installing STAR telesales in order to improve the speed and efficiency with which enquiries and bookings are handled at its three call centres in Plymouth, Fort William and in India. The new system will help staff reduce handle time on calls by around 30 seconds because it better supports the call handling process and provides scripting to guide telesales staff, delivering a more consistent service to customers.
Becky Simpson, contact centre director from FirstInfo said: “The STAR telesales system is fundamental to the improvement of the customer experience when they call us to book tickets or enquire about bookings. It will provide us with the flexibility to optimise the use of our contact centre advisors across all sites - this will ultimately mean the most accessible, high quality booking service can be delivered to all of FirstInfo’s customers choosing to contact us by telephone.”
Nick Chisnall, head of the rail business within Fujitsu Services, commented: “STAR is the premier rail retailing system for the 21st century and is leading the way in improving customer experience in rail at the point of sale. This deal with FirstInfo is further expansion of STAR in multiple channel rail retailing and is another major milestone in the STAR programme.”
Fujitsu is one of the most important IT providers for the Association of Train Operating Companies supporting over 4000 terminals in stations, booking offices and call centres. In 2005 STAR was selected as the winner in the "Innovation in IT" category in the Rail Industry Innovation Awards. Fujitsu also developed the Rail Journey Information Service (RJIS), which it operates for the UK rail industry as a whole.
FirstInfo provides contact centre services to the Transport Sector and is part of FirstGroup plc, the country's largest train operator, the UK's biggest bus operator and the second largest provider of yellow school bus services in the United States. First has the clear vision to 'Transform Travel' and become the number one public transport provider. For further information please contact FirstInfo on 01752 828486.
Fujitsu Services is a leading European information technology services company. Its business is helping its customers realise the value of information technology through the application of consulting, systems integration and managed service contracts. It serves customers in the private and public sectors across Europe including retail, financial services, healthcare and government. With an annual turnover of £2.56 billion (€3.22 billion), it employs over 21,000 people across 20 countries. Headquartered in London, Fujitsu Services is the European IT services arm of the US$53 billion (€32.9 billion) Fujitsu Group. Visit pt.fujitsu.com or uk.fujitsu.com for more information.
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Date: 14 January, 2008
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