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Caledonian MacBrayne implement new standards in customer enquiry handling
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12 May 2003

Caledonian MacBrayne customers using telephone booking systems can expect enhanced services in the coming weeks as the company begins to implement improvements to some of its services.  A number of immediate enhancements will become effective from mid-week as CalMac plans the way forward for customer telephone contact strategy.

The internal changes, which are being introduced by CalMac Direct Manager, Sharon Watkins, will offer increased call handling volume in line with prior successful and planned Marketing campaigns. She said: “CalMac has experienced a general increase in call volume of 8% already, out of season. Our brochure requests are also up significantly and this is good news not only for us but for Scottish tourism in general.”

The improvements to the services offered by CalMac are being put in place with a programme of staff training drawing on the services of specialist operators, Call Point Europe (www.callpoint.co.uk) who have a proven track record in terms of introducing up-graded facilities.  They are providing the expertise and telephony required.

Sharon Watkins added: “We should now be able to ensure that customers will not get an engaged tone when making enquiries. We are aiming to answer 90% of calls within 10 seconds. The extension to the hours of operation from 0800 until 2000 Monday to Friday, and 0900 to 1700 Saturday is more in line with expectations of today’s customer. During these hours, if the port office is busy, anyone can leave a message requesting a return call rather than having to keep trying until they get someone. This is particularly useful for many port offices where Customer Service staff often assume dual role of telephone receptionist and busy ticket clerk. Outwith the new extended hours, calls will revert to port offices.”

The new service will also mean that customers can be transferred directly through to the port of choice rather than another number to dial. After 2000hrs, calls will be directed to port offices.

Customers are advised that the new arrangements will not involve the introduction of new telephone numbers and enquiries should be directed to CalMac using the advertised contacts.