UK: Transport customer call centre provider ESP Group worked with its technology supplier EKO to switch more than 200 employees to home working over three days to enable it continue its operations during the pandemic. It has also set up three additional emergency lines to support key workers.
ESP Group’s customers include Abellio, Go-Ahead and Stagecoach, authorities including councils and Transport for London, and railcard and concessionary travel schemes.
‘We now have 94% of our staff working from home, and we continue to supply the same level of customer service that our clients expect from us’, said CEO Theresa Slevin. ’Transport is a key service and even though the numbers of people commuting have reduced, our products remain in use and travellers still have queries that need responses.
‘Providing emergency lines for key workers was also a practical way for us to be part of the positive support for those who still need to travel for essential services to continue.’