North East Scotland contact centre operator, Journeycall, has been awarded a major contract by Britain’s train companies to issue National Railcards to customers throughout Great Britain.
The 3-year+ contract will create around 30 new jobs in Aberdeenshire and Angus. Journeycall will be responsible for issuing over 1 million cards per year with an initial annual value of around £35 million.
Journeycall’s Business Development Director, Lesley Stewart, said “Both Journeycall and ATOC (the Association of Train Operating Companies) have huge ambitions to increase online sales of Railcards substantially and are aiming for online sales of over £50 million by 2015. We will work closely with train companies to realise these goals and we want to make it even easier for customers to benefit from reduced fares on the railways. Rail travel is the ideal way to avoid the stress of driving on often congested roads, and it’s good for the environment.”
The contract was awarded to Journeycall following a highly competitive tendering process. The National Railcards range includes the Senior, Family & Friends, and 16-25 Railcards, much valued by millions of holders as a means to ensure discounts on most Off-Peak National Rail fares. Journeycall has already successfully issued the Disabled Persons Railcard on behalf of ATOC since 2008. ATOC’s Head of Marketing, Andrew Robertson, explained “Journeycall presented a robust and detailed proposal for the online retailing of Railcards based upon an improved service provision and underpinned by the excellent customer service we have experienced for the Disabled Persons Railcard.”
The National Railcards contract win follows Journeycall’s recent success in being re-awarded the Transport for London (TfL) Oyster Card issuing and support contract. Journeycall is also supporting TfL during the potentially extremely busy Olympics period.
Journeycall Managing Director, Trisha Pirie, added: “This new National Railcards contract win caps what has been a phenomenally successful period for Journeycall. The company launched less than ten years ago and has grown quickly, becoming one of the region’s largest employers and defying the recessionary gloom through a highly trained staff team skilled in customer contact and getting the detail right first time, whether by phone, online, post or social media. Our contract win endorses our ethos: the highest quality customer contact services at a reasonable price.”