Firms to compete for M50 toll call centre contract

THE COMPANY operating the M50 barrier-free toll, BetEire Flow, is to run a competition between its existing customer service provider and a possible replacement firm in a bid to improve customer service.

The move is in response to what the company accepts are customer service “failings” which have left a significant minority of M50 users frustrated at incorrect toll charges and difficulties contacting customer service representatives.

The French consortium operates barrier-free tolling on behalf of the NRA (National Roads Authority) and has contracted out its customer service support to Teleperformance.

BetEire Flow decided to review the system after the level of complaints remained at a higher-than-expected level even after the “bedding in” of the new system.

As part of this review, Co Cork-based firm Abtran will run a parallel customer service operation for M50 customers, alongside Teleperformance, for the next two months. BetEire Flow will then decide what action to take.

An Abtran spokesman confirmed the company was in discussions with BetEire Flow.

The competition with Abtran follows a recent report in this newspaper about BetEire Flow’s concern at customer service difficulties. The NRA is also concerned at the level of complaints, as is the National Consumer Agency.

A spokeswoman for Teleperformance declined to comment.

In a statement, BetEire Flow said: “Customer service is something we take very seriously. We accept there have been failings. In response, we initiated some weeks ago a strategic review to resolve matters to customers’ satisfaction.”

Teleperformance handles general M50 tolling queries and also provides customer support for eFlow, which provides tags.

It employs 2,400 people in Bangor and Newry in Northern Ireland and provides customer service to a range of firms, including Sainsbury’s.

One apparent consequence of the customer service difficulties is that the law firm appointed as the enforcement agent by the NRA incorrectly issued a small number of solicitor’s letters to motorists who claimed their account arrears had already been paid.

“There are still too many errors,” an NRA spokesman said. “We are working with BetEire Flow and Teleperformance, asking them to reassure us that this level of service will improve.”

One M50 user who contacted this newspaper was overcharged €398 in January by her tag provider eFlow. The company initially offered to credit her account rather than refund her.

After three weeks and having contacted the NRA, she was refunded by cheque but only after incurring overdrawn charges from her bank.