Transport for London telephone contact numbers

Meeting: 
MQT on 2019-06-20
Session date: 
June 20, 2019
Reference: 
2019/12170
Question By: 
Andrew Dismore
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

Further to Question No: 2019/9223

‘Do you agree that it is important that Transport for London maintain a working telephone system for complaints, for those who do not have access to email, or would prefer to speak to someone? What then is the best customer contact number, and how do you rate performance for handling calls?’

Your answer being

‘Transport for London (TfL) provides customers with a variety of ways to get in contact. If a customer prefers to speak to an advisor, TfL has a telephone line available 24 hours a day, 7 days a week. The telephone number is 0343 222 1234 and all calls will be charged at a local rate – which is often free on many tariffs. Alternatively, TfL’s online tools allow customers to self-serve with minimal effort. These include the TfL website, TravelBot and Social Media.

The quality of TfL’s interactions with customers is assessed internally by line managers against a quality framework. The contact centre quality is also measured independently by a mystery shopping company who assess the interaction against the industry standards. This measure is included in the TfL performance scorecard.’

What is a) the average and b) longest wait for a call to be answered on TfL’s phone line over the last 6 months; and over the same period, c) how many calls were abandoned before being answered; and d) how many staff do TfL have on duty to answer this phone line?

Answer

Transport for London telephone contact numbers

Transport for London telephone contact numbers

Answered By: 
The Mayor

Transport for London (TfL) proactively publishes information relating to its performance on a regular basis, with its Quarterly Customer Service and Operational Performance Reports posted online.

As set out in the Quarter 4 Customer Service and Operational Performance Report, TfL’s Contact Centre received 2.7 million telephone calls and over 600,000 pieces of correspondence in 2018/19. The number of abandoned calls, volume of correspondence closed within the Service Level Agreement timeframe and the quality of both calls and correspondence (assessed both internally and externally) all exceeded the targets set.

TfL has some 270 customer service advisors, with 123 operatives dedicated to responding to telephone enquiries. Other advisors respond to written enquiries but have the skill to respond to telephone enquiries should demand require it.

TfL has no record of the shortest or longest wait time. However, the average speed of answer across the telephone service over the 6 month period from 1 December 2018 to 31 May 2019 was 2 minutes 22 seconds.