Parcelforce Worldwide, the Royal Mail subsidiary, is to use speech recognition technology forcustomers wanting their parcels redelivered.
The company has signed a deal with IT company Eckoh and telephone service provider BT toallow customers to pay for extra services, such as requesting delivery on a Saturday or to adifferent address, using a fully automated telephone system.
The new system is expected to handle one million calls for Parcelforce this year alone.
“By taking over the full end-to-end redeliveries support process, Eckoh and BT will help usto further streamline our efficiency and service performance through ensuring that customerrequirements are consistently and accurately met by our delivery network and across all of ourcontact channels,” said Emma Bailey, customer services policy manager at Parcelforce Worldwide.
Eckoh is to coordinate customers’ instructions with Parcelforce Worldwide’s delivery depotsand customer contact centres.
The fully hosted service will provide a high level of consistency across all contactchannels, whether web or telephone based, said the IT company.
