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Stagecoach to boost customer service offer with major investment in new contact centre

  • Demonstration of continued commitment in customer service
  • New one-stop phone and digital contact point for customers to open in spring 2022
  • Extended opening hours and investment in new technology to improve customer service

Stagecoach, the UK’s biggest bus operator, has announced plans to boost its customer service offer with the launch of a dedicated new contact centre for its customers right across the country.

A new one-stop phone and digital contact point is planned to open in Spring 2022, based in Perth, Scotland. The new multi-skilled team will operate an improved seven-day a week service from the launch of the new centre, and will move to fully extended opening hours on weekdays and weekends within the year to align better with how people travel.

There will be one easy point of contact that customers can use to speak to a member of the Stagecoach team on any queries they have, including questions about timetables, feedback on services, help with smartcards and lost property. Customers will also be able to buy tickets directly through the new shared service contact centre.

Major investment is being made in a new customer relationship management system to help provide tailored support, better understand customers’ end-to-end journeys, and quickly address any emerging common issues.

The search is now underway for a new lead to manage the centre, with customer advisor job roles expected to be advertised in the autumn.

Carla Stockton-Jones, UK Managing Director for Stagecoach, said: “This is a clear demonstration of our commitment to providing the best possible service to customers.

“Our major investment in a dedicated new customer contact centre will allow us to provide a significantly improved service, and our highly-skilled and trained team will have all the latest information on our services and UK-wide network at their finger-tips to be able to quickly help our customers.

“There is a huge opportunity to attract people to more sustainable public transport in the years ahead as national governments look to move to net zero. Delivering the best experience to every single customer is central to helping people make the switch away from cars to public transport.

“The new central contact point will allow us to provide extended opening hours and a seven day service so we’re there to support our customers when and how they need us.”