Neubrandenburg

Initially developed to support the first privately operated long-distance train company in Germany, InterConnex, the Kundenservice Customer Care Center (CCC) quickly became popular with passengers.

The dedicated customer service structure developed and began to support more rail operations thanks to the high quality of operational processes, telephone and IT tools able to integrate multiple fares and timetables, ticket sales and multi-channel customer feedback.

• Develop a cutting edge customer care center to specifically handle remote relations with passengers.
• Guarantee a high level of service across multiple communication channels.
• Provide tailored customer service to passengers across Veolia Transdev's German operations.
• Provide passengers with a "one stop shop" for requests, feedback and additional services.
• Become a multiservice, multinetwork, multimedia platform.

• Customer Care Center employees undergo initial customer service training, followed by on-the-job sessions specific to the rail and passenger transport sector.
• The induction process includes site visits and meetings with passengers from various networks. Meetings are repeated at regular intervals to maintain a close contact with networks and their customers.
• A staff assessment and development process works to align the requests received with the best possible profile to assist the passenger.

• Established standards and Service Level Agreements (SLAs) in response time, lost calls, volumes handled and more.
• An integrated telephone and IT infrastructure that not only facilitates better customer service, but enables detailed and regular assessment of SLAs achieved and ongoing optimization of operational processes involved.
• Continuous staff training focuses on the quality of telephone relations and complaints processing.

Kundenservice was an important member of a six country Veolia Transdev process to investigate, design and pilot a transport-specific program to analyze and improve Customer Care Center performance. A roadmap with ambitious improvements in the areas of service standards and compliance, quality monitoring, contact flows management, sales and support organization (front & back-office), workflows and CRM with single-view on customer data is being implemented.

Regular reporting and feedback to operations of requests and feedback handled enables proactive resolution of areas of concern among passengers.