Automated parcel tracking and redelivery service

In June 2006, Eckoh in association with BT, announced a new contract to provide Parcelforce Worldwide with an automated customer information line, that allows customers to track parcels and change delivery arrangements by phone on a 24-hour, no queue basis. 

The automated information line will be one of the first such services in the UK's logistics express industry to provide personalised information, using advanced speech recognition and caller identification technologies to recognise repeat callers, anticipate their information requests and offer personalised information about their particular parcels.

A further innovation of the service will be the ability to give customers the option of receiving a text message alert once their parcel has been delivered. The new service is scheduled to go live this Summer.

Benefits for Parcelforce Worldwide

• Frees up call centre agents to focus on more complex call types
• Elimination of manual transcription and post call follow up work
• Confident management of traffic peaks (e.g. Christmas time)
• 24/7 parcel tracking and redelivery service capability
• Access to real-time on-line business intelligence
• Hosted solution means no up-front capital expenditure required

Benefits for Parcelforce Customers

• Immediate access to up-to-the-minute delivery status information
• Service recognises repeat callers and offerrelevant delivery status information
• Services operates on an around-the-clock basis
• Option to transfer to an agent during business hours

Client Testimonial

Emma Bailey Parcelforce's Manager for Customer Service Policy

"We believe Eckoh and BT's hosted solution not only provides us with the flexibility we need to cater for the variable peaks in our business but most importantly delivers a quality of service and convenience that will impress our customers and enhance our business relationship with them." 

About Parcelforce Worldwide  
Parcelforce Worldwide is the UK's leading provider of time-guaranteed express deliveries, serving all 27 million addresses. It has access to the world's largest delivery network covering 99.6 per cent of the global population in 239 countries and territories worldwide.