Parcelforce Worldwide extends its parcel redelivery service using advanced self-service technologies from Eckoh

Leading express logistics company, 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.

Emma Bailey, Customer Services Policy Manager at Parcelforce Worldwide says: “By taking over the full end-to-end redeliveries support process, Eckoh and BT will help us to further streamline our efficiency and service performance through ensuring that customer requirements are consistently and accurately met by our delivery network and across all of our contact channels”.

Jim Hennigan, Executive Director at Eckoh comments:  “We are delighted to further extend our support to Parcelforce Worldwide’s initiatives aimed at enhancing their customers’ service experience. We are confident that these customer service ambitions will be helped significantly by the introduction of an automated payments option and the consolidation of the redeliveries service, which will benefit from Eckoh’s broader managed services portfolio and most notably our web expertise.”

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

Enquiries:

Eckoh plc  08701 100 700    
Nik Philpot
Adam Moloney
Jim Hennigan
    
Corfin Communications  020 7929 8989
Harry Chathli/Neil Thapar
    
Blue Oar Securities Plc  020 7448 4400
David Seal/Jerry Keen