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“Please help me persuade First Capital Connect to get all TOC's fund staff at stations by use as NRE call centre service” – Dave H

Description

Dave H

For a far better service than a remote call centre where staff rely on screens and the competence/appropriateness of those who wrote the data management software to provide information why not employ the well learned skills of the station staff and their everyday interface with the real running of trains to provide call centre response by switching them in as call centre staff when they are available - generally outside the peak times when call centre traffic is likely to rise.

By keeping the station staff on site that can continue to serv any passengers coming in person at the window (although there may be a small wait for a call to be concluded - a small price to pay for being able to make a person to person enquiry and book tickets from a local station). Dave, at Watton has a fantastic knowledge of his product range and how to buy tickets effectively (for example it is often faster to catch the train to Stevenage and connect with the returning London service, as this provides in effect a half hourly service instead of the standard hourly one). He also can deliver (what the ORR does say a TOC should deliver) advice on the cheapest/most effective tickets to buy, as an example I can save around 40% of the cost of a ticket to Peterborough by choosing an FCC only one a detail that won't necessarily be volunteered by a call centre operator not trained up in railway use.

So using staff at a station as a distributed National Rail call centre, can deliver the presence of a real person for longer hours, reducing the costs of vandalism and other crimes, increasing local ticket sales revenue, and bringing people in to the station through the day, as well as providing a better Rail Enquiries service.

Watton (WAS) is just one example . If you are trying to keep staff presence at a local station can you build this to a National campaign, and with transport hub sessions in Liverpool and Manchester (Labour/Tory) conferences there is an opportunity to get lobbying.

Problem History

  • 1 Dave H reported the issue on FixMyTransport. close 00:38 24 Sep 2011
  • 2 Dave H wrote to First Capital Connect close 00:38 24 Sep 2011

    Here is the letter that Dave H wrote.

    Keeping stations staffed for longer hours

    For a far better service than a remote call centre where staff relay on screens and the competence/appropriateness of those who wrote the data management software to provide information why not employ the well learned skills of the station staff and their everyday interface with the real running of trains to provide call centre response by switching them in as call centre staff when they are available - generally outside the peak times when call centre traffic is likely to rise.

    By keeping the station staff on site that can continue to serv any passengers coming in person at the window (although there may be a small wait for a call to be concluded - a small price to pay for being able to make a person to person enquiry and book tickets from a local station). Dave, at Watton has a fantastic knowledge of his product range and how to buy tickets effectively (for example it is often faster to catch the train to Stevenage and connect with the returning London service, as this provides in effect a half hourly service instead of the standard hourly one).

    So using staff at a station as a distributed National Rail call centre, can deliver the presence of a real person for longer hours, reducing the costs of vandalism and other crimes, increasing local ticket sales revenue, and bringing people in to the station through the day, as well as providing a better Rail Enquiries service.

    Watton (WAS) is just one example . If you are trying to keep staff presence at a local station can you build this to a National campaign, and with transport hub sessions in Liverpool and Manchester (Labour/Tory) conferences there is an opportunity to get lobbying.

  • 3 First Group Response responded to Dave H close 00:48 24 Sep 2011
    Thank you for contacting First Capital Connect. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. Unfortunately at the moment we have a small backlog of work, so if you have a more urgent issue that needs attention, including any matter relating to safety and security, please telephone 0845 026 4700 where we will try to give a faster resolution.

    Please note that you will not be able to reply direct to this email, however if you wish to contact us further by email then please use the address below.

    [First Capital Connect problem reporting email]
  • 4 FCC Customer Relations responded to Dave H close 23:48 28 Sep 2011
    FREEPOST RRBR-REEJ-KTKY
    Customer Relations
    First Capital Connect
    PO Box 443
    Plymouth
    PL4 6WP
    Tel: 0845 0264700
    Fax: 0845 6769904
    Website: www.firstcapitalconnect.co.uk

    Ref: 6202715/FCC

    Dear Customer

    Thanks for your e-mail via 'FixMyTransport'.

    Feedback is important to us and we would welcome the opportunity to correspond with you personally.

    Please feel free to contact us at [First Capital Connect problem reporting email] or call us on 0845 0264700 and we'd be happy to respond to you direct.

    Yours sincerely

    Mohammed Asif Shaikh
    Customer Relations Advisor

    Avoid the queue go to FAQ. Lots of answers to everyday questions can be found on our website www.firstcapitalconnect.co.uk/FAQ

    First Capital Connect Limited. Registered in England & Wales No. 05281077.
    Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LG.

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:- http://www.firstgroup.com
  • 5 Dave H commented close 10:18 26 Jan 2012

    The issue raised is a generic one, which might better be addressed through Fix My Transport providing a conduit for the wider public to see a solution to a problem (keeping a staff presence at stations) through also providing a solution to (an)other issue(s) (having call centre staff handling enquiries about train services who are far better connected with the data than a remote contractor, who charges the train operator for cost plus profit). I had no wish to nominate this as a problem for Dave and his managers at Watton at Stone, but th FMT system forces m to do this.

    The solution might be for FMT to have a detail that would make them more attractive to the PT industry at large by providing a 'solutions' and more obvious 'praise' category so that those using FMT might see praise for a local initiative which they can add their 'support vote' to and send to a wider audience through the URL for the specific 'praise' or 'solution' idea.

    This posting should be a 'solution' and the wider public made aware of the potential to use staff at a local station to answer telephone calls to book tickets etc, routed from the National (or TOC) Rail Enquiry number, and many who use FMT will have keen minds to resolve some or the operational issues & protocols that could make this work to keep a local station staffed by paying for some of the staff time through remote work - the ticket sales for example would be shown credited to that station, so that an efficient member of staff may well reinforce their post's viability through delivery of good 'call centre results.

    Where this facility was in use the direct service window might carry a note that a virtual customer might have been ahead of them in the queue at the window and that transaction may need to be completed before dealing with them, but doing this means that they will actually have a real person to speak to.

Comment
  • started 23 September 2011
  • supporters 0
Watton-at-Stone Rail Station in Watton-at-Stone operated by First Capital Connect
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