Contact centre staff improve product knowledge

Novacroft team members have undertaken a two-day tour of Northern Rail routes, in order to familiarise themselves with the geography of the Northern Rail network. The tour will be beneficial for the team members when answering calls, and for customers calling about the locations visited.

Novacroft provides contact centre services and customer relations support to customers purchasing Northern Rail tickets online. Novacroft’s Card Management System (CMS), InNovator, is being used to log calls.

The two-day trip involved four team members – three contact centre advisors and their account manager – and started at their local Northampton rail station. The team’s first destination was Crewe via Birmingham New Street, and then Liverpool via Manchester Piccadilly and Manchester Oxford Road stations. At Liverpool Lime Street the team set off for once again for Leeds, via Preston, Salford and Manchester Victoria rail stations. Day two took in Shipley, York, Shelby, Sheffield, Stoke-on-Trent, Birmingham New Street and finally a return to Northampton.

The team found the excursion thoroughly enjoyable and very informative and are due to pass on their newly acquired knowledge to other team members in the next few weeks.