Contact Centres support the collection, transport and delivery processes of documents, goods and parcels locally and across the globe.
With the majority of actual transactions being handled by the web/apps, the Contact Centre handles:
- Enquiries about pricing, terms, changes to orders, loyalty programmes, special arrangements, accounts/billing, insurance/claims, amongst a multitude of different services available.
- Complaints about damaged, wrong or missing packages, and slow deliveries.
Resolving questions and solving issues effectively first time is key to ensuring repeat business.
Often choosing to fully localise their support in each market, logistics companies tend to invest heavily in the Contact Centre in order to be able to provide full support in the customer’s native language.
The sharing of best practices and information between the multiple different Contact Centres is difficult.
Voice support is preferred over bots, web Q&A, and even human chat, as a human voice provides an assurance that things are in order.
Contact volumes are predictable, but sharp spikes can occur if automated IVR/Web tracking systems are not working.
Accessibility (Speed of Answer) and Quality (Customer Satisfaction) trump Productivity and Cost. The Contact Centre is viewed as an essential and valuable part of the business strategy to build relationships and retain Customers.
With different systems and data processes being used in each site or country, reporting comes in very different formats, so global or even regional reconciliation of KPI information can be a challenge.
