Case Study: Transport for London improves journey planning and secure customer service with Eckoh

Transport For London Making traveling around London easy and effective with self-service solutions

Transport for London (TfL) faced the challenge of handling millions of annual customer inquiries to improve journey planning and make travel simpler. Their contact centers were under pressure from high volumes of repetitive calls, including requests for directions and payments for congestion charges. To enhance customer experience and introduce more self-service options, TfL partnered with Eckoh.

Eckoh implemented a bespoke IVR system for journey planning, the EckohROUTE platform for intelligent call routing, and Secure Chat. For payments, they deployed secure IVR solutions and CallGuard for agent-assisted transactions. The results were significant, including handling over 7 million calls per year, processing 86,000 payments valued at over £7 million, and achieving full PCI DSS compliance. Eckoh's solutions improved customer satisfaction, freed agents to handle complex inquiries, and gave TfL greater control over their contact center systems.

Transport for London

Volkan Altinok

Head of Contact Center Operations