Tag: Parcelforce Worldwide

Parcelforce Worldwide has significantly extended the scope of its contract with BT and Eckoh, one of Europe’s leading providers of outsourced automated solutions, with a series of innovative enhancements to its parcel redelivery service.

The new and enhanced service builds upon the automated speech recognition solution for redeliveries developed by Eckoh and BT and implemented by Parcelforce Worldwide earlier this year.

The extended redeliveries service will see Eckoh take responsibility for Parcelforce Worldwide’s entire end-to-end redeliveries support service, which includes management of the front end web interface, as well as co-ordinating customer instructions with Parcelforce Worldwide’s delivery depots and customer contact centres. With further developments planned for later this year, customers will soon have the convenience of making payments for additional service options, such as requesting a redelivery on a Saturday or to a different address, using a fully automated telephone based payment system.

The fully hosted service will provide a high level of consistency across all contact channels, whether web or telephone based. The overall solution utilises Eckoh’s extensive speech recognition expertise and self-service technology platform, but also leverages Eckoh’s substantial web design and deployment heritage, which now forms an integral part of the enhanced solution.

Eckoh expects to manage in excess of 1 million calls on behalf of Parcelforce Worldwide during 2007.