PTI Cymru, the umbrella organisation that operates Contact Centre Cymru, has boosted business with a substantial contract win, adding Kier Group to its roster.

The organisation has been appointed by Kier to provide a Welsh language service on behalf of its waste and recycling division.

PTI Cymru’s contact centre in Penrhyndeudraeth will now take all bilingual enquiries for household waste and recycling collections, manage inbound calls and compile enquiry reports for the construction group.

The new contract win comes on the back of a successful year for the business, which saw its Traveline Cymru service achieve a 99% customer satisfaction rating.

This is the latest business tapping into the contact centre’s bilingual expertise, with clients including Arriva Trains Wales, First Cymru and the National Eisteddfod.

Contact Centre Cymru also manage enquiries for Traveline Cymru – the Welsh Government’s public transport information service – which last year delivered over 5m pieces of travel information.

Jo Foxall, Managing Director of PTI Cymru said:

“We’re thrilled to have developed such a positive and robust relationship with the team at Kier. Our team are well placed to provide an excellent bilingual service, and our recent customer satisfaction levels demonstrate that we’re at the top of our game. We’re thrilled that Kier have chosen to place their Welsh language customer care in our hands, and we can’t wait to get started.”