Canada Post signs deal to outsource call centre operations

Canada Post has signed a contract for partner company Aditya Birla Minacs (Minacs) to operate its call centre operations. The company said the move was part of its efforts to reduce costs in the light of declining mail volumes, explaining to Post&Parcel that its current in-house approach costs “significantly more” than industry standards.

Staff were told this time last year that Canada Post were planning to move a significant portion of its call centre operations to an external service provider. Now that the selection has been made, the postal corporation is in the process of managing a transition process to turn its customer calls over to Minacs.

Canada Post’s call centre operations provide customers with information including postal rates, delivery standards, parcel and letter tracing, mail delivery routes and mail redirection information.

The Crown Corporation said it would move all of its external contact centre work to Minacs over time, “as employees leave or retire”.

Minacs is a Canadian company, based in Oshawa, Ontario, with operations in nine cities in central and eastern Canada as well as outside Canada, including in India.

Canada Post spokeswoman Anick Losier said Minacs was selected after a “rigorous” process, and was a “world leader” in contact centre management.

She said: “The selection of Minacs fulfills our commitment to keep Canada Post’s external contact centre work in Canada. Customers will continue to call the same phone number and their calls will continue to be answered within Canada.”

The Canada Post spokeswoman added: “Canada Post remains committed to serving all of its customers and will work closely with Minacs to ensure that we maintain and enhance service levels.”

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