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A multi-channel helpline for Network Rail that's available day and night

As the public face of Network Rail, the 24-hour helpline's mission is to make a difference to people travelling on or living by the railway. The helpline receives 360,000 contacts a year, all of which are answered by a dedicated Civica team.

The helpline can be reached by phone, social media and live chat, as well as by email and post. Network Rail aims to ensure that people can get in touch in the way that's best for them, and that they have the same brand experience in every channel.

The company partnered with Civica for the provision of the helpline, based on its track record on customer service and its ability to deliver a multi-channel contact strategy.

Outcomes

  • 9 weeks to deploy the Network Rail helpline service
  • 360,000 contacts received annually across multiple channels
    • 95% of calls answered, 80% within 30 seconds
    • 90% of live chats answered within 30 seconds
    • Helpline awarded Best in Public Sector by the 'Top 50 Companies for Customer Service' independent benchmarking programme
We understand that every contact the helpline receives is important. The Civica team isn't just answering the phones: they're the public face of Network Rail, and they care about the people who call." Paul Mason, Divisional Operations Director – Managed Services, Civica.

 

Best for customer service in the public sector

Just a few weeks after Civica started delivering the helpline service, mystery shopping research took place on behalf of the 'Top 50 Companies for Customer Service' independent benchmarking programme.

With Civica responsible for the service, however, the helpline was ranked best for customer service in the public sector, and as one of the top ten overall — clear confirmation of the dramatic service improvement achieved by Civica in a very short space of time on behalf of Network Rail.

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