TNT Express Worldwide Malaysia

Client background

As a world-renowned logistics service provider, TNT offers express delivery services in 200 countries, ensuring parcels, documents and freight items are delivered safely and on time throughout the world.

The situation

As a global company, TNT continuously strives to provide excellent customer service as TNT is committed to be always reachable and fulfil customers’ logistics needs. Over time, TNT realised that there were untraceable missed calls through their contact centre lines during peak hours, and they had no way of monitoring. These missed calls represented the loss of revenue and affected their service credibility in the eyes of customers.

How ViSight Solutions bring values back to business

Determined to continue their tradition of excellent customer service, TNT implemented ViSight to monitor all calls received by their contact centre. This enabled TNT to record the number of missed calls received, as well as monitor short calls and redirect calls to alternate answerpoints. 

 

The insight derived from monitoring calls also resulted in scheduling efficiency and ensuring the contact centre can adequately handle all calls, especially during peak hours. Now, incidences of missed calls have been tremendously reduced, which has resulted in the improvement of operations efficiency and delivery of service

Case Studies

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