Key to a Successful Contact Centre for Logistic Companies
Logistic companies such as last-mile delivery should not ignore the fact that having a strong foundation in a reliable Contact Centre is part of the cornerstone that enables many legacy logistic companies to be where they are today.
Strike when the Iron’s Hot, is sound advice that many businesses in any industry attribute their success to. Hence, striking the iron with the ‘Key to a successful Contact Centre’ is a wise step to take in your business planning. More so now, when ecommerce is booming, and Logistic companies play an important role to both B2B and B2C customers. Simply put, they need you. However, with the boom in opportunities, give rise to new key players in this industry.
The question is how are you going to differentiate offering your services?
If you’re an owner, or the managing team of a delivery services and logistic company today, one would truly understand and can identify some of the frustration faced by the company, On The Dot Delivery Services.
These are some of the challenges faced.
On The Dot Delivery Services uses a traditional Telephony System to answer calls without any capability to monitor and track. Thus, unable to gather any data on answering service level and the number of abandon calls rating. These numbers are vital in order for supervisors to find out the main causes of complaints, and advice on Call Centre Agents performances. However, this is by far half of the problem. The company had to endure potential loss of business due to missed calls. How can the management tell if it’s genuine fault by their employees? Or a false accusation by a few scrupulous customers, seeking refunds or spreading negative feedback on social media. All this due to outdated technology, whereby the calls were not recorded for quality monitoring, and dispute management, as there is no proof. *The name of the logistics company has been changed due to pdpa.
What was the turnaround plan?
On The Dot Delivery Services invested in these measures. By implementing IP Based Call Centre solutions with Skills Based Routing for them to manage the calls effectively. Over a period of time, customers’ feedback became more positive, smoothening channels, and the overall moral of the staff was elevated. Boosting confidence and job satisfaction. The implemented programme does also have an Integrated Voice Response, allowing easy automation such as voice commands and touch key routing selection. Helping to ease call-in traffic being answered for long periods, or dropped calls. Overall, Accordia contact centre, within the system in itself has a Voice Recording functionality as well. Enabling for better performance tracking, training purposes, as well as customer response evaluation. Or as a proof in the case when there’s a grid-lock with a customer dispute. Thus, on a management level the ability to gather data, your PR team can have the tools to clarify certain extreme situations, and reward deserving agents accordingly. Of course proceed to rectify underperforming ones too.
One cannot emphasize enough the importance of a strong customer service team, and in order to have a strong team the investment in a technological advance Contact Centre is a must these days. Proven by data extracted from the chart below, published by Statista Research Department 2022, 73% voted for ‘Improving customer communication for customers’ as the main point in improving customer service for your last mile delivery.
Make your ‘Last Mile Delivery’ count.
Finding out more on what Omni Channel Contact Centre can do to boost your Logistic Company status is the key. The power of choice is yours to implement it either by Cloud base or On-Premise.
It can get confusing sometimes, as there are so many channels to pick and choose from. Engage with our associates. Let us diagnose your situation and advise the best customer support software with the right services for your needs.
