NewVoiceMedia wraps up deal with Parcelforce Worldwide

Intelligent network services vendor NewVoiceMedia has been selected by Parcelforce Worldwide to provide a network-based inbound call handler service to all of the company’s 53 depots across the United Kingdom.

The deal will improve Parcelforce Worldwide’s management of inbound calls by offering call queuing, overflow between depots, and by automating the handling of simple queries and transactions from customers, ensuring that Parcelforce Worldwide’s staff are more readily available to deal with complex issues.

Parcelforce Worldwide staff who currently answer calls at the depots are not call centre staff, but are involved in the core business of collecting, sorting and distributing parcels. This ensures that customers will speak to someone who is best placed to deal with their enquiry.

Under the deal, NewVoiceMedia will use its XML-based soft switch technology to provide an inbound call handling service to Parcelforce Worldwide. A key Parcelforce Worldwide requirement was that each of the company’s 53 depots will have its own 0870 number for inbound calls, with its own recorded greetings, but that calls should be able to overflow between depots ensuring that customers are not kept waiting for too long at busy times.

At the same time, NewVoiceMedia will provide Parcelforce Worldwide with a range of recorded messages to give customers quick answers to the most common straightforward questions, while freeing up depot staff to deal with more complex enquiries. In a future development NewVoiceMedia will also provide Parcelforce Worldwide with an automated telephone payment processing system to handle charges for customs duties, etc.

The NewVoiceMedia Call Handler solution also offers Parcelforce Worldwide a world-class centralised suite of call monitoring and performance measures allowing them to look for further improvements in customer service.

Emma Bailey, Parcelforce Worldwide’s customer service policy manager said, “We needed a network-based solution to inbound call handling because of the myriad of hardware solutions we had at our different premises. NewVoiceMedia were streets ahead of the competition, in terms of configurability of the solutions, and in terms of the support they have promised and delivered to us.”

Jonathan Grant, CEO of NewVoiceMedia said, “We are delighted to be working with Parcelforce Worldwide and to be a key partner in their plans for continuous improvement of customer service. We are committed to working with our customers to meet their individual business needs, and I think this deal is evidence of that.”

Relevant Directory Listings

Listing image

PasarEx

PasarEx is a Colombian company that provides international express transportation services for air cargo, packages and documents, and last mile services for electronic commerce platforms. PasarEx is positioned in the logistics market in Colombia due to its rapid response and personalized attention and the use […]

Find out more

Other Directory Listings

Advertisement

Advertisement

Advertisement

P&P Poll

What's the future of the postal USO?

Thank you for voting
You have already voted on this poll!
Please select an option!



Post & Parcel Magazine


Post & Parcel Magazine is our print publication, released 3 times a year. Packed with original content and thought-provoking features, Post & Parcel Magazine is a must-read for those who want the inside track on the industry.

 

Pin It on Pinterest

Post & Parcel
FedEx new facility “a crucial part of our strategy for the Netherlands”
Emirates Courier Express launched to “challenge the status quo”
Evri announces robot dog delivery trial
Deutsche Post issues Germany’s first recycled stamp
SingPost: key executives step down
FedEx new facility “a crucial part of our strategy for the Netherlands”
Emirates Courier Express launched to “challenge the status quo”
Evri announces robot dog delivery trial
Deutsche Post issues Germany’s first recycled stamp
SingPost: key executives step down
1
2
3
4
5
Listing image
Listing image
Listing image
Listing image
Parcelforce helps senders manage their deliveries more efficiently
Parcelforce Worldwide helps speed up the customs process
Parcelforce Worldwide launches express24large
Parcelforce Worldwide to reduce it’s carbon footprint in South East
Share This