Parcelforce Worldwide has launched a series of schemes including a timed task force and reduced response time as part of a drive to improve customer service.
Ongoing monthly surveys of 20,000 B2B and B2C contract customers highlighted the areas for change.
It has targeted customer service enquiries by phasing out automatic call handling, hiring an additional team of email agents and providing extra training for staff. This allows for seven days a week email and phone responses.
The new Timed Task Force allows contract customers to register to receive a call if there is an issue with an urgent delivery.
Sales and marketing director Nick Landon: ““With these new measures, we’re able to identify issues before they occur taking us even closer to meeting our customers’ needs. Great service builds trust which is one of the biggest drivers of retention for our customers.”