KeolisAmey Operations, trading as Transport for Wales Rail Services, operate a number of popular train routes across Wales.

 

Who they are

In October 2018, Welsh government-owned regulating company Transport for Wales took over operation of the popular Wales and Borders Franchise. Keolis Amey were awarded the 15 year contract to deliver these services, branded as Transport for Wales Rail Services.

 

What we do

PTI Cymru operate a bespoke bilingual customer service response system for Transport for Wales Rail Services (TFWRS). This system includes a bilingual customer service line, lost property services and the handling of assisted travel booking calls in the Welsh language.

Our North Wales contact centre agents answer customer calls through a dedicated DDI, 7 days a week. Calls to this line are from customers with general enquiries including timetable and ticket information, as well as from those wishing to make a complaint. All correspondence is handled professionally and efficiently by our agents, who pass complaints onto the relevant authorities in accordance with TFWRS procedures within an agreed timeframe.

PTI Cymru also manage the return of lost property to customers on behalf of TFWRS. Our agents log calls made to the TFWRS lost property line, as well as emails from the TFWRS web submission form, onto the central Transport for Wales online system. Collection of the lost property from the holding offices in Newport Station is then coordinated.

Any passengers who require further assistance when making their journey by train can do this through the assisted travel booking system. Customers wanting to make this request over the phone in the Welsh language are directed to our friendly PTI Cymru agents, who handle these bookings using the Rail Delivery Group Northgate booking system. All agents are fluent Welsh speakers, maintaining a high standard of customer service on behalf of the client at all times.

PTI Cymru produce weekly reports against Key Performance Indicators agreed between ourselves and Transport for Wales Rail Services. This includes the number of calls answered within 30 seconds and the number of abandoned calls, providing a measurable indicator of the quality of service we are delivering for the client.

 

“I’ve always found the team at PTI Cymru easy to deal with, from the agents and managers in the contact centre right the way through to the Managing Director. They provide a fantastic customer service for us, in both Welsh and English, which really enhances our ability to meet the daily needs of our customers”

Barry Lloyd, Head Of Customer Experience and Innovation

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