Tag: Europe

DHL recognized for industry-leading customer service at ‘Contact Center Awards 2007’

Posted by | Aug 7, 2007 | |

DHL Japan was honored with the Silver Award at the ‘Contact Center Awards 2007’, an industry peer recognition program for and by businesses for outstanding contact center initiatives. Organized by RIC Telecom’s Computer Telephony magazine with the support of e-Partners, the Awards have been held annually since 2004.

DHL Japan won the Silver Award for its case study The Road to Becoming ‘A Center that Guarantees Every Incoming Call is Answered’, which also garnered a Productivity Award for activities contributing to productivity enhancement. This is the second year DHL Japan has won a main award at the ‘Contact Center Awards’, as well as the third consecutive year it has received a Category Award, following selection for the Productivity Award in 2005 and the Profit Award in 2006.

DHL Japan was recognized for the process leading up to its achievement of the Key Performance Indicators (KPIs) established for each of its contact centers. These KPIs include answering at least 90 pct of all calls within 10 seconds, and maintaining a hang up rate — the percentage of all incoming calls abandoned by the caller before communication with an operator is established — of no greater than 0.1 pct of all incoming calls that ring for more than 15 seconds.

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New deal for British Gas bill and prepayment customers at the Post Office

Posted by | Aug 7, 2007 | |

Post Office Ltd and British Gas have signed a new deal running to the end of December 2010, which allows British Gas customers to continue to benefit from the convenience of paying for and towards their Gas and Electricity at Post Office branches.

The agreement will enable five million British Gas customers to pay for their quarterly bills by cash, cheque or debit card at any of the UK’s 14,000 Post Office branches. Around 99 per cent of the UK population lives within three miles of a Post Office branch.

Customers can also continue to save towards their quarterly bill by making regular payments using their British Gas payment card in Post Office branches. Furthermore British Gas customers can also continue to credit their gas prepayment meters at all Post Office branches and, at 7,500 branches equipped with the Post Office pay station terminal, add credit to their electricity key meters.

Over 24 million people visit the Post Office each week and last year there were 270 million bill payment transactions made for a wide range of utilities and local councils. Five million British Gas customers pay their quarterly bills at the Post Office every year and a further one million pre-pay towards their bill. It’s free to pay almost any bill at the Post Office.

In addition to paying bills, customers can access a wide range of other services at their local Post Office, such as banking and financial services including free cash access over the counter, travel services including travel insurance, passports and commission-free currency, and mail and postal services.

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FedEx Express gateway for central & eastern Europe moves to Cologne

Posted by | Aug 7, 2007 | |

FedEx Express will relocate its largest German gateway from Frankfurt/Main to the Cologne/Bonn airport in 2010. FedEx and the operator of the airport, Flughafen Köln/Bonn GmbH, signed a cooperation agreement. New ramp and sort facilities will be built on a total floor space of approximately 50,000 square meters. The reason for this decision is the rapidly-growing demand for express services in Germany and Eastern Europe and its alignment with the strategic objectives of the company.

“In order to be able to provide the highest possible quality in all our services to our customers worldwide, we need to expand our hub capacities,” said Michael Mühlberger, vice president, Operations, FedEx Express Central & Eastern Europe. “Due to a potential ban on night flights, the Frankfurt/Main location cannot provide FedEx with long-term planning reliability.”

However, the Rhine/Main region will continue to play an important role for FedEx’s intercontinental and Europe services. Therefore, a part of the workforce will continue to work in Frankfurt in the future. In addition, new jobs will be created in the Cologne/Bonn region.

Cologne airport holds a number of benefits for FedEx, including great air traffic capacities. With a volume of 698,000 tons, it is the second-largest cargo airport in Germany and has longstanding experience in collaborating with air cargo and express service providers. Due to its proximity to highways, railway transportation and the river Rhine, the airport provides an ideal infrastructure for cargo traffic.

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GLS establishes start-up in Romania

Posted by | Aug 7, 2007 | |

GLS Romania went into operation on August 1st. Headquartered in Sibiu, the new subsidiary will be headed by Gabor Szemkeo, Managing Director GLS Europe East. The investment volume amounts to five million euros.

GLS will offer a national regular delivery time of 24 hours in Rumania: full-area distribution will be achieved by the hub in Sibiu as well as ten depots in Sibiu, Brasov, Pitesti, Bucuresti (Bucharest), Targu Mures, Cluj Napoca, Baia Mare, Oradea, Timisoara and Deva.

The start-up company is linked to GLS’ European network via regular line haul transports to the Austrian hub in Ansfelden and the Hungarian hub in Budapest. “From our European transhipment centre in Neuenstein, Germany, the hub for our international line haul transports, we are able to realize a regular delivery time of 72 hours for Rumanian import parcels”, explains Rico Back, CEO at GLS B.V., Amsterdam.

Following the growth markets

GLS already has experience in establishing start-up companies in growth markets: already a year before its entry into the EU, GLS Hungary was a hundred per cent subsidiary of the GLS Group. In May 2004, GLS Slovakia was launched; in April 2005, GLS Czech Republic began its operations. “We want to be present for our customers in eastern European EU markets to meet the increase in demand”, says Back. “Establishing our own companies has proven to be a successful strategy. We are able to achieve GLS’ high quality objectives in the first few weeks of operations and the break even point usually already in the second year.”

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New Zealand Post and Salmat propose joint venture in unaddressed mail distribution

Posted by | Aug 6, 2007 | |

New Zealand Post Limited and Salmat Limited announced today that they are working on a proposal for a joint venture business in unaddressed mail distribution within New Zealand.

Subject to clearance by the Commerce Commission and other conditions, New Zealand Post and Salmat propose merging the businesses of their respective unaddressed mail subsidiaries, Letterbox Channel Limited and Deltarg Distribution Systems Limited.

New Zealand Post and Salmat will today file an application with the Commerce Commission for clearance to become equal 50 pct shareholders in a new joint venture company that would acquire the businesses of Letterbox Channel and Deltarg.

The proposed joint venture would combine the current strengths of Letterbox Channel and Deltarg while realising a number of operating efficiencies and network synergies. The proposed company would continue to provide an excellent, economic service to current customers of Letterbox Channel and Deltarg, while being better positioned to compete strongly for a share of overall media advertising spend in New Zealand.

New Zealand Post’s Group Manager, Enterprises, Stephen Henry, and Salmat’s Divisional Director, Targeted Media, Peter Boyle said the proposed joint venture company would have estimated revenue of between NZ$ 40-50 million in its first full year of operation.

They said New Zealand Post and Salmat proposed contributing the assets of Letterbox Channel and Deltarg respectively to the proposed joint venture company in acquisition of their 50 pct shareholdings. Independent assessment and discussion between the parties had determined that the two businesses were of comparable value. The shareholders would share in the joint venture establishment costs and initial working capital requirements.

Mr Henry and Mr Boyle said Letterbox Channel and Deltarg would continue operating separately and in competition pending the Commission’s decision on the clearance application and final decisions to be made by New Zealand Post and Salmat.

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