Automated parcel tracking and redelivery service 24/7, on a no

Case Study
Parcelforce
“
It’s a working relationship we now come
to expect from all of our suppliers and
not just Eckoh. As far as the return on
investment and cost is concerned the
service has paid for itself more times
over.
Patrick Morgan, Parcelforce
Automated parcel tracking and redelivery
service 24/7, on a no queue basis.
Client Benefits
• 24/7 parcel tracking
and redelivery service
availability
• Frees up contact centre
agents to focus on more
complex enquiries
• Confident management
of traffic peaks
• Elimination of manual
transcription
Parcelforce part of Royal Mail Group
Ltd, alongside Royal Mail, and the Post
Office, is the world’s largest delivery
network, covering more than 99.6%
of the global population and reaching
239 different countries and territories.
Parcelforce Worldwide provides high
quality collect and delivery services to
both business and private addresses.
The automated
information line
uses advanced speech
recognition and caller
identification technologies to
recognise repeat callers, anticipate
their information requests and offer
personalised information about their
particular parcels.
Eckoh provides Parcelforce Worldwide with
an automated customer information line
that allows customers to track parcels and
change delivery arrangements by phone or
web on a 24-hour no queue basis.
• No upfront capital
expenditure required
Find out more: Call:
866-258-9297 Click: [email protected]
08000 630 730
Visit: www.eckoh.com
Tweet: @eckoh
Case Study
Parcelforce
Challenge
Parcelforce customers were suffering
from the inconvenience of not being able
to arrange a redelivery or get up to the
minute parcel status information when the
contact centre was out of working hours
or during bank holidays.
These simple requests were also taking up
agents time when they could be
dealing with more complex or difficult
enquiries.
Solution
Parcelforce selected Eckoh to provide two
hosted IVR solutions; one for tracking
parcels and one for booking redeliveries.
The automated parcel tracking and
redelivery services allow customers to track
parcels and change delivery arrangements
by phone on a 24-hour, no queue basis.
to-the-minute delivery status information
about their parcels.
Customers who use the automated service
are also given the option to transfer to an
agent in working hours if necessary.
Eckoh also provide Parcelforce with
redelivery websites offering another way
for customers to reschedule a redelivery of
their parcel. The automated information
line uses advanced speech recognition
and caller identification to recognise
repeat callers, anticipate their information
requests and offer personalised and up-
Value
The multi-channel solution has led
to improved customer service due to
increasing ways of customers being able to
contact Parcelforce. This frees up contact
centre agents to focus on more complex or
higher value calls.
Customers can call at their convenience
24/7 and there are no situations such as
in evenings or on bank holidays where
they are not able to arrange a redelivery
because the contact centre or customer
services centre is closed.
Find out more: Call:
The hosted solution has delivered a large
return on investment where automation
was available meaning no up-front capital
expenditure was required by Parcelforce.
The service gives customers the ability to
access information that they wouldn’t
have been normally able to via more than
one channel with the option to transfer to
an agent in normal working hours.
866-258-9297 Click: [email protected] Tweet: @eckoh
08000 630 730 Visit: www.eckoh.com