This website uses cookies. Continued browsing of this site implies consent for the use of these cookies. Find out more here >>

Post & Parcel

powered by Triangle.


Austrian Post opens call centre to boost customer service

Friday, February 3rd, 2012

Austrian Post has opened a new call centre as it works to expand its customer service operations and improve service quality.

The new operation in Klagenfurt is the postal operator’s second largest call centre, capable of handling more than 1.1m calls each year, but a further increase from the initial 23 staff is on the cards.

Staff have been taken from the operational and retail network, with around 4,000 hours of training provided.

Georg Pölzl, the Austrian Post CEO, said using existing staff in the call centre would not only mean a “new and exciting” challenge for the staff members, but would also mean better customer service because of their past experience at the postal service.

He said: “The people here available to answer callers’ questions are long-time and well-trained staff who previously worked in various areas of the company, in the service or in stores. Through their acquired knowledge they are in the best position to help our customers with their concerns.”

Pölzl said space was already allocated for more jobs to be created, adding that expanding the facility in future would see Klagenfurt turned into a centre of activity for Austrian Post.

Real estate probe

Separately, state auditors have criticised Austrian Post for certain real estate activities around 2005 to 2006, following a probe into sales of property from 2001 to 2009 related to organisational changes following the Post’s split from the Post und Telekom Austria.

The investigation suggested there had been problems with various procedures, including minimum prices for property being set too low, resulting in suggestions of “misappropriating public assets”.

However, the Rechnungshof, the auditing agency of the National Assembly, said its investigation had ultimately uncovered no criminal evidence or suspicions, and that Austrian Post had now implemented its recommendations. However, in one case a legal case for compensation is underway.

A further audit is planned for 2013.

Pölzl said in a statement: “We will support any investigations that actively continue. We are considering the facts seriously in this important issue, and I am maintaining an open and positive dialogue over the matter.”

Source: Post&Parcel/Austrian Post

Tags: , ,

Leave a Comment

You must be logged in to post a comment.

New Directory Members

Direct Link Worldwide Ltd

Direct Link specialises in international cross border distribution and returns of e-commerce packages worldwide. Parent company PostNord (the merged Swedish and Danish Post Offices) supports Direct Link with IT expertise, postal connections and international logistics solutions, across the Nordic countries and intercontinentally.


Post & Parcel Newsletters (Help)
  •  Daily newsletter

  •  Weekly newsletter

Latest Issue

About Post & Parcel

Post & Parcel is your key to the global mail and express industry. Every week Post & Parcel features the latest news, analysis of trends, insightful viewpoints, and exclusive interviews with leading industry experts.

Advertise with us

Advertise with us
We provide brands with an exciting range of advertising opportunities to reach the influential Post & Parcel audience. With campaigns suitable for every budget you can achieve your marketing objectives with Post & Parcel.