Journeycall Awarded Transport for London Framework

Journeycall, which offers customer service support and smartcard services has recently been awarded a place on the Transport for London (TfL) outsourcing framework.

Since 2006, Transport for London, the local government organisation predominantly in charge of London’s transportation system, has benefited from assistance and services by Journeycall, a member of the ESP Group. Receiving this award presents the ESP Group with fresh and exciting possibilities to deliver into contact centre, product fulfilment, and software development for TfL until at least 2027.

As part of the current framework, our services include a helpline for Oyster card contacts, as well as the fulfilment and dispatch of new and replacement cards. We serve as the contact point for any general ticketing enquiries. We support and assist vulnerable and disabled travellers; handle all calls and correspondence and token fulfilment for Santander Cycle Hire Scheme,

Operating 24/7, 365 days a year, our award-winning omnichannel contact centres manage outsourced, high-profile contracts for the public and private sectors.

Theresa Lawson, Chief Executive Officer of ESP Group, said: “We’re thrilled to have been picked again to support Transport for London on their most recent framework until at least 2027.

With over 100 members of our team employed specifically to work on the account, TfL is one of our most valued clients.

Our long-standing partnership with TFL is testament to our high-quality value-added services and support that we pride ourselves on.”

Fola Olafare, Customer Service Delivery Manager at TfL, added “Customers are at the heart of everything we do and we want to improve the service we provide them wherever we can. I’m delighted to continue working with Journeycall so that we can continue to deliver the high quality service our customers expect to receive from TfL.”

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