Office Phone Systems

The Wey Group International now covers UK Overnight; International Courier & International Remail Deliveries.

Ever looking for ways to improve the quality of service offered to their customers, the Wey Group needed to review the process of failed deliveries. Previously when a customer had missed their delivery, a failed delivery card was posted through their letterbox. This card requested the customer to call the Wey Group and quote the consignment number on the card. Each call was taken by an operator, who discussed the missed delivery with the customer and arranged a re-delivery time. These calls were often lengthy, lasting up to 10 minutes at a time. With such time consuming pressures fewer calls could be answered and customers did not always get through first time.

The Wey Group approached VSL to come up with a solution that would significantly improve this process.

VSL came up with a bespoke Interactive Voice Response (IVR) solution. The installation itself had to occur with as little disruption as possible. To ensure this, VSL ran with test data before going live on real calls. Downtime was limited to only 10 minutes while the cross over took place.

Now when customers call the Wey Group they are greeted by a friendly and professional automated message. They are asked to enter the consignment number found on the delivery-attempted card. In this respect the previous processes have not been changed. Once they have entered the consignment number they have the opportunity to arrange a new delivery time, return the item back to the sender or arrange pick up from the depot. The caller is thanked, and the 2-way communication is completed simply and effectively.

Behind the scenes, drivers who have been unable to deliver goods make a simple call into the IVR, then enter the consignment number and update the central information systems of a failed delivery using just their mobile contracts and devices, instantly. The easy to use, step-by-step process means the customer is receiving a consistently higher quality of service than before and the Wey Group retains complete control to guarantee such levels. In addition the customer can be dealt with outside office hours at a time that is convenient to them.

However, one major benefit for the Wey Group are the huge cost savings that can be made in labour hours. A successful IVR solution requires fewer operators to deal with incoming calls freeing them up to do other important tasks, improving the quality of other business functions.