Founded in 2019 and based in the heart of Sheffield, First Customer Contact was created with a vision to revolutionise call centre services in the public transport sector.
Over the years, we have developed a reputation for providing reliable, customer-focused services that adapt to the evolving needs of public transport operators.
Our mission is simple: to deliver the best-in-class, standardised customer contact services across our client portfolio.
We achieve this by combining industry expertise and leading the way with new technologies to streamline processes, improve efficiency, and enhance service delivery with a customer-first approach.
We aim to set industry standards by defining best practices in customer service and setting benchmarks for others in the industry to follow.
We place customers at the heart of everything we do. The public transport sector plays a vital role in the daily lives of countless individuals, and we are dedicated to providing exceptional service to every passenger we interact with.
Our customer-first mentality means we actively listen, respond promptly, and aim to exceed expectations in every interaction, ensuring a seamless experience for your passengers.
Safety is paramount at First Customer Contact. Whether it’s ensuring the safety of passengers, employees, or the systems we manage, we uphold the highest safety standards. We make decisions based on a commitment to secure environments, ensuring our clients and the public can trust us to handle sensitive situations with care.
We take full accountability for our performance, knowing that every decision we make impacts the success of our clients and the quality of our service.
At First Customer Contact, we are always focused on doing the right thing, ensuring that we meet our goals and fulfil our commitments.
By holding ourselves accountable, we ensure that our actions align with our objectives, ultimately delivering results that drive progress and satisfaction for both our clients and their passengers.
We believe that teamwork is essential to our success. At First Customer Contact, we foster an environment of mutual respect, guidance, and encouragement, enabling every team member to thrive.
We are driven to be the best in the industry. Through continuous improvement, innovation, and feedback, we strive to reach new heights and provide unparalleled service to our clients.
“Every member of the public is different. Each day varies, you don’t know what kind of question you’re going to face. The big thing is the enjoyment of helping our passengers.” – Devin, Customer Service Advisor