FedEx Express has introduced new call-centre technology in major Latin American markets to upgradeits customer service. It is also expanding its SME support programme.
FedEx Brazil said it implemented Interactive Voice Response (IVR) technology for its callcentre in September last year to provide 24/7 information service to its customers both in Englishand Portuguese including pick-up scheduling, tracking and packaging requests. The initial goal ofsupporting 15% of customer calls has been surpassed, and 20% of customer calls are now handled bythe system. FedEx’s Brazilian call centre has 87 staff and handles 4,000 calls a day
The IVR system has also integrated the call centres in Brazil, Argentina and Mexico, enablingthe company to improve interaction with customers, maintain its service quality and increaseproductivity, FedEx added.
In addition, FedEx has extended its PyMEx programme to support small and medium-sizedcompanies to Brazil’s Santa Catarina. Created in 2005, the programme consists of services such asseminars, workshops, discounts, etc. for small and medium-sized exporters to connect them to theglobal market.
In all, FedEx Express Latin America and Caribbean services more than 50 countries andterritories and employs more than 3,400 people.
