Our dedicated contact centre agents operate professional, bespoke and bilingual customer service systems for organisations across Wales and the UK.

All of our agents receive regular customer service and call handling training to ensure they are delivering the highest quality of service on behalf of our clients. We also work collaboratively with our clients to equip our agents with the knowledge and skills to operate their specific customer service systems.

Our services are award-winning. The TfW Contact Centre received Silver for Customer Team of the Year at the 2023 Welsh Contact Centre Awards. Our Traveline Cymru service, was a finalist in the Small Contact Centre of the Year category in 2022.

We work closely with CnectWwales to promote best practice in our call-handling and deliver a reliable and professional service for our customers.

In our last customer satisfaction survey in 2021, 98% of customers said they were very or quite happy with the service they received from us via our contact centres. In our monthly quality monitoring, our colleagues run at an average of 93% quality as measured against our quality framework.


Our contact centre services include, but are not limited to:

  • Customer service calls
    Our bilingual professional agents can provide end to end customer experience queries from the public in relation to your service. We work closely alongside our clients to ensure that our agents have a full understanding of the service you provide and the systems we'll use. 

  • Lost property enquiries
    We handle lost property enquiries made over the phone and through the online submission form. Our contact centre team have the scope to deliver a similar service on your behalf.

  • Complaint handling
    Our specialist agents receive bespoke complaints handling training which enables them to handle complex customer contact and complaints in a seamless way. They have a thorough understanding of the complaints processes in place for our existing clients, including Traveline Cymru and TrawsCymru. All complaints are handled efficiently in accordance with each client’s specific complaint-handling procedures.

  • Social media response
    We operate expert social media response systems, engaging with and responding to customers on behalf of clients via their social media platforms. Our agents are trained in social media communications and handle all correspondence professionally and accurately.

  • Booking enquiries
    We operate a booking system for community transport service fflecsi, taking booking enquiries over the phone and inputting them into the fflecsi management system. We have the capacity to operate similar bilingual booking enquiry systems for other organisations within the public transport industry and beyond.

  • Taking payments
    When taking payments over the phone, our agents follow the latest PCI guidance to keep transactions secure and GDPR regulations to keep our customers’ data safe.

  • Customer correspondence translations
    Our agents are able to translate customer correspondence, so a response can be generated and then translated and sent back to the customer.



You can get in touch with us here if would like to know more about the contact centre services we offer and how these can fit into your service delivery.