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South Yorkshire Passenger Transport Executive news: Travel contact centre change to operating hours

We have been asked to share the following information from SYPTE:


Traveline contact centre – change to operating hours

I am writing to advise you of changes to South Yorkshire Passenger Transport Executive’s (SYPTE) Traveline contact centre opening hours. From 7 January 2019 Traveline will operate from 7am to 8pm Monday to Friday, and 8am to 8pm on weekends.

What is changing?

Previously, the contact centre was open 7am to 10pm, seven days a week. Throughout the second half of 2017 reduced weekend operating hours were trialled, and this was further revised to a pilot of 8am to 8pm seven days a week from 8 January 2018 throughout 2018. Over the course of the trial the impact on answer rates, wait times and customer feedback was assessed.

Why are these changes taking place?

The 8am to 8pm seven days a week pilot was initiated with the intention of driving customer experience improvements by deploying resource into periods of highest demand.  We wanted to:

  • improve call answer rates
  • reduce wait times for customers particularly for travel pass applications
  • increase the number of staff available during peak times
  • allow the Traveline team to answer more enquiries during this time period.

The trial highlighted a need to maintain early morning peak cover during the week and therefore SYPTE has revised the operating hours to 7am to 8pm Monday to Friday, and 8am to 8pm on weekends.

We are confident this will allow us to make best use of our current resources, simultaneously reducing the window of coverage to put the staffing where it is needed, whilst still providing help and support during weekday peak hours.


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