Stagecoach officially opens new customer contact centre in Perth, Scotland

Credit: Stagecoach

The UK’s largest bus and coach operator Stagecoach has announced that it has officially opened its new customer contact centre, based at its headquarters in Perth in Scotland.  

The contact centre was officially launched by Stagecoach UK Managing Director Carla Stockton-Jones, along with local authorities and industry bodies. 

Customers from right across the UK will be able to use the new one-stop phone and digital contact point as of 19 May 2022. The new multi-skilled team of over 60 new customer service advisors and team leaders will operate an improved seven-day a week service and will move to fully extended opening hours on weekdays and weekends, within the year, to align better with how people travel. 

In addition, customers can still contact Stagecoach in the usual way via Twitter, Facebook or email and an advisor will be on hand to support their enquiry. Customers can now also call and speak to someone in the new customer contact centre.  

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The new contact centre will provide customers with one easy point of contact that they 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.  

Major investment is also 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. 

“This is a clear demonstration of our commitment to providing the best possible service to customers in our drive to a cleaner, greener country and also marks another major milestone in our customer transformation strategy,” said Carla Stockton-Jones, UK Managing Director for Stagecoach. “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.” 

David Littlejohn, Head of Planning and Development and Chief Planning Officer for Perth and Kinross Council said: “Stagecoach’s history in Perth stretched back more than four decades and this is a tremendous vote of confidence in the city and its workforce. Sustainable transport is crucial in the fight against climate change and this new customer contact centre will make it easier for people to leave the car at home and travel in a more environmentally friendly way.”