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Title: First providing Customer Service for East Coast? Post by: Brucey on January 09, 2012, 19:57:28 I was wondering if anyone knew anything about this.
The address given in East Coast's Passenger Charter is East Coast Customer Relations, Freepost RSRJ-LJCX-GHST, Plymouth PL4 6AB. The postcode is for Intercity House, which is used by FGW. Is it the case that FGW (or First Group or something First related) provide Customer Service facilities for East Coast? Title: Re: First providing Customer Service for East Coast? Post by: inspector_blakey on January 09, 2012, 20:21:45 I don't know the answer, but it's possible that the service is contracted to FirstInfo, which if memory serves is the part of First group that provides such services to their TOCs.
Title: Re: First providing Customer Service for East Coast? Post by: JayMac on January 09, 2012, 20:27:32 East Coast's Customer Service has, since February 2011, been provided by Intelenet UK, a subsidiary of Indian company Intelenet Global Services. IGS bought FirstInfo in 2010 and acquired their offices in Plymouth and Fort William. IGS themselves were bought by UK company Serco in 2011:
http://www.intelenetglobal.com/global_locations_UK.html http://www.bbc.co.uk/news/uk-england-12505800 http://www.telegraph.co.uk/finance/newsbysector/supportservices/8548280/Serco-buys-Indias-Intelenet-to-expand-in-emerging-markets.html Title: Re: First providing Customer Service for East Coast? Post by: Brucey on January 09, 2012, 20:35:56 That is news to me bignosemac! Very interesting.
I notice that Serco have also recently acquired The Listening Company (who own a call centre with an excellent view of Portsmouth & Southsea station, among other locations). Last information I had was that TLC provided call centre facilities to Southern and Southeastern. I wonder how many other TOCs also contract out their customer services? Title: Re: First providing Customer Service for East Coast? Post by: Chris from Nailsea on January 09, 2012, 20:46:33 More background information is available on this forum, at http://www.firstgreatwestern.info/coffeeshop/index.php?topic=5940.0 ;) :D ;D
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