PTI Cymru is a Welsh Government funded service, originally created in 1999 by members of the bus industry. This followed the release of a UK government White Paper stating that public transport users in the UK would benefit from one central point of information for all bus, coach and rail information delivered over the phone. This service came to be Traveline, with the Welsh division of the service operated by PTI Cymru under the Traveline Cymru brand and based on a partnership between public transport operators, local authorities and Welsh Government.
The service was initially set up as a bilingual telephone service operated by three contact centres across Wales, but the website and mobile phone services soon followed. The three contact centres later combined into one and moved to the heart of the North Wales town of Penrhyndeudraeth. With the rise of digital services and the development of technology, call volumes to the contact centre began to decline. PTI Cymru decided to capitalise on the high quality bilingual service delivered at the contact centre and take on commercial contracts, extending our services to clients both within and outside of the public transport industry.
Where we are now
Our first commercial contract was for First Cymru Buses and involved the handling of their customer service and lost property enquiries. Customer service and bookings for community transport service Bwcabus soon followed. Over the years, we have handled numerous bilingual commercial contracts from National Eisteddfod through to Mytravelpass and Transport for Wales Rail Services. Many of our clients have been with us for a number of years, which is testament to the success, longevity and flexibility of service we provide. In each case, we build strong relationships with our clients to ensure that we have a detailed understanding of their values and can deliver the highest quality of service on their behalf. You can find out more about the work we do with our clients here.
The contact centre services we provide include customer service, general enquiries, reception services and complaint handling. These services are delivered over the telephone, by email and on social media. Our Cardiff based marketing team additionally offer professional support to clients in the form of social media management, event staff coordination and website content management, with levels of support depending on a client’s requirements. Also based in our Cardiff office is PTI Cymru’s data team, who create and maintain bus service information for the whole of Wales. This data can be supplied to developers for use in other bespoke bus information systems.
We pride ourselves on putting the needs of our client’s at the forefront of what we do. As such, we welcome enquiries from any prospective clients who wish to discuss the provision of these services in a bespoke form to best meet your requirements.
If you would like to know any more about the services PTI Cymru provide, take a look at our services page. You can also get in touch with us here to discuss what we can do for you. We look forward to hearing from you soon!