17.04.2024 | 11:59

134 Spanish train stations will have remote customer service for travellers

13 July, 2022

Renfe has approved a tender to install remote customer service (ARES) in 134 Spanish stations. The company awarded the contract will supply the terminal equipment, install it, and then provide the call centre staff offering the service to passengers.

Renfe is constantly investing in means to improve communication with passengers, and this initiative is set to provide more personalised customer service, quality information and remote sales. In addition to the first 134 stations, a further 20 terminals could be installed, although their location is yet to be confirmed.

The ARES system is a technological solution for improving customer communication channels. It offers ‘face-to-face’ customer service via live agents based in a Contact Centre.

“ARES agents” will appear on the terminal screens and interact with users, attending to their information, customer service and ticket purchasing needs. To speak to one, all users will have to do is tap a touch screen.