Latest Rail News

11.12.13

Alstom launches new help centre for Virgin staff

A new dedicated Customer Care Centre will be created to allow Virgin train crew to improve reporting of technical issues, Alstom has announced.

The centre will be based in Manchester and use the cloud to provide real-time recording of defects. It will be staffed seven days a week with six customer care operatives to answer calls.

Gary Hambling, head of fleet and engineering for Virgin Trains said: “I want to give our staff confidence that we are investing in improvements to the technical reporting system, so they can report areas that need attention. We want to be industry leading in the advice and help we provide to our crews to allow them, in turn, to provide world class service to our customers.”

Tim Bentley, managing director of Alstom Transport Mainline, said: “We’re committed to ensuring that issues on the Pendolino fleet are fixed as quickly and as seamlessly as possible and believe our new Customer Care Centre will do just that.

“By embracing new technology we’re ensuring our operatives will be able to provide up-to-date advice on how best to deal with the defect swiftly, with the phone menu allowing train crews to talk to the right person at the right time.

“I’m confident that we’ll make what is an already great service even better with this new initiative.”

Tell us what you think – have your say below, or email us directly at opinion@railtechnologymagazine.com

Comments

There are no comments. Why not be the first?

Add your comment

 

related

Rail industry Focus

  • 15/11/2019A workforce which reflects society

    Loraine Martins MBE, Director of Diversity and Inclusion at Network Rail, joins us in the studio for the third episode of our RTM podcast, talking at length about her role and how it came about...
  • 02/11/2019Monica Barbosa: Women In Rail

    Director of business development and communications at Xrail, Monica Barbosa, thinks women are missing out on exciting opportunities because the lack of gender diversity in the rail industry.
View all News

Comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

'the sleepers' blog

Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

14/11/2019Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

Rail Technology Magazine’s Matt Roberts explains the significant role data can play within the future development of the rail industry. Standing as a cornerstone of the UK transport network, the rail industry is forever striving to in... more >
read more blog posts from 'the sleeper' >

Interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

24/06/2019Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

Ahead of his appearance, Malcolm Holmes spoke with Rail Technology Magazine about what key leaders in the industry were doing to improve rail in the Midlands. He said: “It’s very... more >