Merseytravel Customer Contact Centre System Integration and Services

As part of our continual improvement, the customer telephone contact centre has evolved over time to introduce a range of new services into the team with a view to improving access for our customers. Merseytravel is interested to continue this drive and improve our customer experience and evolve the Call Centre into a dedicated Customer Contact Centre ? handling all forms of customer contact and embracing new technology to do so. The Current Call Centre Consists of approximately 20 staff, covering the hours of 07:00 to 20:00 Monday to Friday, and 08:00 to 20:00 of a weekend and Bank Holiday. The service is available 364 days per annum and currently handles in the region of 400,000 calls p…

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