The improvements to telephone call handling through a new state of the art Voice Over IP telephony system as part of a series of developments which will see CalMac utilise staff throughout its extensive West Coast network to facilitate a virtual contact centre.

The system will also enable CalMac to better measure its performance in this crucial aspect of the service, with call handling effectiveness shortly to become a specific reportable requirement for the Scottish Executive. 

Next week, the Inverness office will become the first in the network to go online and this will be followed in quick succession by the new state of the art terminal facility in Oban which is due to open early in the New Year and the port offices at Stornoway, Tarbert (Harris), Uig and Lochmaddy in North Uist.

Malcolm Macleod, CalMac’s Information Services Manager, who is leading the team developing the system said: “CalMac has previously used a traditional call centre facility based on the mainland and the new set-up will help to make better use of our own workforce, planning their contribution to the virtual contact handling facility so that they can answer calls and process reservations when the ports are not dealing with ferries.  Customers should now be able to get to the point of contact they require much more quickly and we are sure that this will cut down on the waiting time experienced when trying to make bookings in particular. The changes do not affect the way ports are currently contacted. This is an enhancement to the facilities offered and a much more cost effective way of utilising our assets in the ports.”

Customers calling CalMac’s Reservations and Enquiries number (08705 650000) will now have three choices: to press 1 for a reservation; to press 2 for a general enquiry about timetables and press 3 to speak to the Customer Care unit.  This will apply during all office opening hours (Mondays-Saturdays 0800-2000; Sundays 0900-1900) and outwith this, a recorded message will advise what action to take.

Customers calling published Port Office numbers will now have three choices: to press 1 for a reservation or enquiry; to press 2 for a commercial vehicle booking, etc and press 3 to speak to a Customer Care agent at the port.  This will apply during all Port Office opening hours, which vary according to local sailing times.

Customers should also note that the current Service Disruption line on 08457 650 050 will be retained after the changes are implemented and this should still be used to establish whether there are any disruptions.

ends

For further information on the contents of this News Release, please contact Hugh Dan MacLennan, Head of Communication and Customer Care, Caledonian MacBrayne.   Tel: 0776 435 4021; e-mail hugh.maclennan@calmac.co.uk.

Issued:  Tuesday 7th, December, 2004  : 1700