Contact Centre

PTI Cymru’s bilingual contact centre is right at the heart of the North Wales town of Penrhyndeudraeth. As part of a Welsh speaking community, all of our contact centre agents are able to answer calls fluently in both Welsh and English, broadening the scope of the services we are able to offer our clients.

All of our agents receive regular customer service and call handling training to ensure they are delivering the highest quality of service on behalf of our clients. We also work collaboratively with our clients to equip our agents with the knowledge and skills to operate their specific customer service systems.

Our contact centre services include, but are not limited to:

• Customer service calls– our bilingual professional agents can answer queries from the public in relation to your service between the hours of 7am-8pm daily. We work closely alongside our clients to ensure that our agents have a full understanding of the service you provide and the systems we will use. Take a look at the customer call functions we currently operate for clients including National Rail Enquiries and mytravelpass.
• Lost property enquiries – we handle lost property enquiries for Transport for Wales Rail Services made over the phone and through their online submission form. Our contact centre team have the scope to deliver a similar service on your behalf.
• Complaint handling – our agents have a thorough understanding of the complaints processes in place for our existing clients, including Traveline Cymru and TrawsCymru. All complaints are handled efficiently in accordance to each client’s specific complaint handling procedures.
• Social media response – we operate expert social media response systems, engaging with and responding to customers on behalf of clients via their social media platforms. All agents are trained in social media communications and handle all correspondence professionally and accurately.
• Booking enquiries– we operate a booking system for community transport service Bwcabus, taking booking enquiries over the phone and inputting them into the Bwcabus management system. We have the capacity to operate similar bilingual booking enquiry systems for other organisations within the public transport industry and beyond.

Following a recent expansion of our services and client base, a new office has been renovated opposite our existing site in Penrhyndeudraeth. This space will allow us to develop the services we offer even further and embark on exciting new projects with clients of any size and capacity looking to fill a gap in their current business offering.

You can get in touch with us here if would like to know more about the contact centre services we offer and how these can fit into your service delivery.

We also offer online and offline marketing support, as well as specially tailored services to suit the individual needs of our clients. Visit our bespoke services page to see what we can do for you.