Capita to provide customer service to rail division of FirstGroup

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Capita Customer Management 17th June 2016 3 minute read

Capita to provide customer service to rail division of FirstGroup

  First Rail will benefit from our multichannel approach and robust support functions...  

Mike Barnard, executive director, Capita Customer Management

Capita has been awarded a four-year contract to provide customer and fulfillment services to First Rail, part of FirstGroup. 

The business operates the Great Western Railway (GWR) and Transpennine Express rail franchises, as well as the open access passenger rail service, First Hull Trains.

It’s a great win, breaking new ground into the transport sector for Capita, and means that...

For GWR customers…

There’ll be extended opening times for enquiries, a greater level of support, faster responses to phone calls and correspondence, plus the integration of web chat assistance into train company websites.

For Capita staff…

Our contact centre in Preston Brook, Warrington took over customer services for First Rail in June, while our scanning, storage and printing facilities in Croydon and Darlington set to work on fulfilment services, including letter printing.

For our agents…

“All our agents are trained in the values of our clients,” said Mike Barnard, Executive Director of Capita’s Customer Management business, “and that provides a compelling experience for customers. We are looking forward to working closely with First Rail, demonstrating how we can enhance the experience of their passengers. I know our teams’ ambition will be to make sure customers feel we have addressed their needs in a way that is effortless and brandenhancing.”

For First Rail…

Steve Montgomery, First Rail MD said: “As one of the most experienced and successful rail operators in the UK, customers are at the heart of everything we do. Our commitment to our customers and the experience they have with us is one of our most important priorities, so we welcome the experience that Capita has in providing customer services to some of the UK’s biggest brands."

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