Industry: Transport - Rail Customer interactions: 160m pa Locations: 3,000
Business: Rail Delivery Group is the main source of rail information in Britain, providing passengers with all they need to know about travelling by train.
Challenge: Improving the delivery of information to answer customer enquiries and improve the travelling experience.
Solution: Self-Service IVR, and EckohINFO.
- 24x7x365 availability
- Agents are free to handle more complex calls
- Peak volume spikes are more easily handled. background
Rail Delivery Group handle one of the UK’s busiest and most volatile telephone services with over 160 million customer contacts per annum.
The TrainTracker ™ automated telephone solution was developed by Eckoh in 2005 and covers over 3,000 locations including information for trains, metro, ferry, walking and bus transfers. TrainTracker™ Text was implemented in 2008 to expand the choice of channels available to customers.
Over the years they have undertaken a transformational contact strategy review to enhance 24/x7 service availability to its customers. This involved a number of key initiatives including the introduction of multi-channel enquiry services to complement the primary telephone enquiry line including web, WAP, mobile and SMS.
Their key requirements were to provide a consistent experience across all contact points for the travelling public, improve call handling efficiency and to be prepared for the unexpected.
TrainTracker™ text expanded the choice of channels available to its customers. The SMS service has the same journey planning functionality as the automated speech recognition solution, providing live departure and arrival information direct to mobile.
TrainTracker™ Text creates a two way SMS conversation with additional questions being asked of the user to fill in gaps or disambiguate the information provided.
TrainTracker has proved particularly popular because it’s fast, reliable, easy to use and constantly available. It allows us to manage our business more cost-effectively, by easing pressure on our advisors during peak call times and when rail service disruptions cause call volumes to peak. Chris Scroggins, National Rail Enquiries
Both services are directly linked to real-time information systems that feed station arrival and departure boards. This ensures information accuracy and timeliness. The service will retain a caller’s previous request and using a combination of caller recognition and self-learning capabilities provide personal information the next time it is used; for example, offering return journey information.
Chris Scoggins, Chief Executive at National Rail Enquiries (part of Rail Delivery Group), said: “National Rail Enquiries is leading the way in maximising communications technology to provide fast and accurate access to information. With technology and the demands of customers ever-changing, it’s vital that we continue to provide timely information to passengers - however, whenever and by what media they want it. Eckoh’s expertise, approach and professionalism are excellent; they delivered us a series of solutions and services designed specifically for the needs of our customers.”
On an average day, TrainTracker™ handles 7,000 calls. To date, the telephone service has received 25 million calls and 59 million minutes of traffic with the two-way SMS service having processed over two million text enquiries.
As a hosted solution, it has the scalability to easily cope with any sudden increases in call volumes.
At its busiest, it has dealt with over 100,000 calls in a single day.
TrainTracker™ can accommodate complex journey planning, irrespective of the number of changes or transfers. It provides the fastest journey plan and will clarify two stations with the same name or towns with multiple stations.