Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.

Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.

The core services required under this contract include:

Customer Information — Information calls account for c60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.

Book your ticket — Calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.

Group Tickets — Calls relate to the purchase of group or multiple seats bookings.

Customer Assistance and Feedback — Calls relate to assistance with bookings made online.

Customer Care — Calls relate to a fall down in services.

Revenue Protection — Calls relate to fines issued to those passengers caught travelling without a ticket.

The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:

— Customer email and phone call responses within designated SLA.

— Servicing walk in Customer contacts.

— General office duties.

— Liaising with other departments as required.

— Providing top class service to Customers.