NewVoiceMedia congratulates Parcelforce Worldwide on achieving finalist status in 'Best Use of Technology' award at European Call Centre Awards 2006

On-demand business telephony and hosted contact centre services provider, NewVoiceMedia, is delighted that Parcelforce Worldwide is a finalist in the ‘Best Use of Technology’ award at the European Call Centre Awards at Call Centre Expo 2006.

Parcelforce Worldwide received this recognition for its Customs Charge Recovery System (CCRS) in a category where the judges’ criteria included uniqueness of implementation, financial benefit and a tangible improvement in customer experience, as well as enhancement in agent experience.

The CCRS, which was developed by NewVoiceMedia, enables 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.

Jonathan Grant, CEO, NewVoiceMedia, says, “Achieving finalist status in the Best Use of Technology category is well deserved by Parcelforce Worldwide. Their CCRS system employs leading-edge integrated telephony and web solutions to make a real difference to their customers’ experience and their own cashflow. We are delighted to have played a part in their success.”

Emma Bailey, Customer Service Policy Manager, Parcelforce Worldwide, comments: “We would like to thank NewVoiceMedia for their appreciation, and to say that we could not have achieved this final placing without them! 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 we get from NewVoiceMedia is very responsive, and this is demonstrated by the commercial success of the CCRS.”