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.”

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