NewVoiceMedia Help Parcelforce Worldwide to Distribute Packages Faster
On-demand business communications providers, NewVoiceMedia have developed an inbound network-based contact centre solution to manage customer interaction for Parcelforce Worldwide's Customs Charge Recovery System (CCRS). The solution will enable Parcelforce Worldwide's non-contract customers to pre-pay customs charges on international packages via the telephone or web prior to delivery, saving time for the company and the customers, reducing warehousing costs and improving cash flow.
Parcelforce Worldwide receive thousands of imported items at their International Hub in Coventry every day. Her Majesty's Customs and Revenue levy import duties, VAT and other charges on these items that have to be paid before the goods are released to the recipient. Parcelforce pre-pay any duties owed on behalf of the recipient so that the parcels are released by HMRC and delivered by Parcelforce Worldwide's national network as swiftly as possible. A unique reference number is applied to the parcel and the customer is automatically sent a letter by first class post advising them of the parcel's arrival with details of the unique reference number, customs charges due and Parcelforce Worldwide's local telephone number to call to arrange automated payment and make delivery or collection arrangements.
NewVoiceMedia's inbound network-based application enables Parcelforce Worldwide's customers to simply phone into the telephone number quoted on the letter, key in their parcel reference number using a DTMF (dial tone multi-frequency) telephone keypad, select a method of payment and arrange delivery or collection. The CCRS automatically looks for other packages for the same addressee and provides options for delivery/collection for any other waiting packages at the same time.
"The CCRS takes over 7,000 calls a week as customers call in to make their payment and arrange delivery of their packages. The service is available 24 hours and day, seven days a week – just when our customers obviously need it. The rate of turnaround of our parcels is even better than expected, reducing storage costs and improving our cash flow. This will be significant during our busy Christmas period as previously over GBP250,000 per week of capital could be tied up in HMRC payments" said Emma Bailey, customer service policy manager, Parcelforce Worldwide. "Our recent launch of the same system accessed through our web site, Parcelforce.com, has provided customers with multiple access channels and increased the use of NewVoiceMedia's integrated system even further – we are thrilled for both our business and our customers."
NewVoiceMedia have also provided bespoke greetings and messages for the new service, ensuring that Parcelforce Worldwide customers are guided through each step of their transaction in a professional, easy to use and friendly way.
Jonathan Grant, CEO of NewVoiceMedia said, "I am delighted that Parcelforce Worldwide have chosen to work with us on this latest project. Customer satisfaction is vital to every business and we are committed to delivering user friendly solutions to our customers that add real value to them and to their customers".
About NewVoiceMedia
NewVoiceMedia is a leading provider of on-demand business telephony services, delivering contact centre, CTI and business audio solutions to Corporate and SME customers. NewVoiceMedia have developed one of the world's most powerful Telco-grade soft switches making a new generation of intelligent telephony services available to customers through a web browser. NewVoiceMedia have over 3000 customers including Parcelforce Worldwide, BBC, Thomas Cook Airlines, B&Q, Lastminute.com, G. E. Capital, University of Leeds, and London Borough of Waltham Forest.
About Parcelforce Worldwide
Parcelforce Worldwide is the UK's leading provider of time-guaranteed express deliveries. As well as providing delivery to all 27 million UK addresses, it has access to the world's largest delivery network covering 99.6 per cent of the global population in 240 countries and territories worldwide.
Press contact: Liz Whatmore, Tel: +44-(0)1256 892020, [email protected]
