Having 36% of its contact centre team able to work from home has reduced the company's property and infrastructure costs, while customer service levels have increased significantly. At the same time, work satisfaction amongst contact centre staff has improved, while CourierPost has a far more flexible workforce to draw on.
Meanwhile, a new text-to-speak interactive voice recognition system has resulted in cost savings with automated self-service bookings increasing from 50% to 76%. This has resulted in 1000 fewer calls a day to the CourierPost contact centre team, enabling them to focus on more complex customer requests where they can add greater value.
"The project has been a real success – our staff are happy, we've got improved customer service levels – that is a great outcome for the business." Mark Gibson, CEO, Express Couriers
More information:
How this project shows the way for other businesses »
A closer look at the technology used »
How the flexibility of a distributed contact centre benefits staff »
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