Express carrier Parcelforce Worldwide is installing automated customer information lines that can recognise repeat callers and offer delivery status immediately.
It will use advanced speech recognition and caller identification technology to recognise repeat callers, anticipate requests and offer personal information about parcels.
One of the first such services in the parcel delivery industry, it will also offer the option to receive text message alerts with updates on the parcel’s location.
‘If a customer calls more than once, the system will recognise their phone number, anticipate the parcel they are calling about and offer the relevant delivery status information immediately,’ said customer service policy manager Emma Bailey.
‘There is no need to key in consignment numbers or repeat information.’
The automated information line will allow customers to track parcels and change delivery arrangements by phone on a 24 hour, no queue basis.
‘In today’s ‘just in time delivery’ environment, immediate access to up-to-the-minute delivery information is crucial for customers, especially businesses,’ said Bailey.
‘The challenge we have set ourselves is to provide that information in a fast, efficient way by using automated solutions, but without losing the personal touch.’
As well as parcel information, customers who are not at home to receive deliveries will be able to arrange a second delivery. During office hours, callers will have the option to use either the automated service or speak to a customer service agent.
‘We appreciate that some customers will always prefer to speak to someone directly,’ continued Bailey. ‘But in the majority of cases, if the information is clear, they are happy to use an automated system that’s faster, more efficient and available 24 hours a day.’
Parcelforce expects to substantially reduce staffing costs when the service goes live in summer.
Parcelforce Worldwide has entered into a three-year agreement with Eckoh and BT Global Services to manage more than one million calls a year relating to 46 million international and domestic parcel deliveries.
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