TNT Express invests P5 million to improve customer service

MANILA, Philippines - Freight and express services provider TNT Express Philippines is investing P5 million for its customer service contact center to provide a more advanced call monitoring and call recording system. In a statement, country general manager Cetin Yalcin said clients are always faced with urgency with a "specific need for reliable, effective service." "They want to be constantly up-dated and in the know with changes in schedule and shipment status notifications. To give them the peace of mind that their shipments are well taken care of, you need to have the best equipment, the best system and the best people in place—this is what we’re doing at TNT," Yalcin said. The contact center handles almost a thousand calls per day, 24 hours a day, seven days a week from simple booking and pick-up requests, to more complex inquiries coming from various TNT’s clients from the electronics, high-tech, clinical and even SME industries. The call monitoring system aims to improve the customer service experience delivered by TNT contact center agents by measuring the agent’s response time, communication skills, and ability to address customer concerns while also identifying the agent’s training needs. These measurements are made available for evaluation of the agent’s performance, presenting an opportunity for the agent to improve on his subsequent calls. -GMANews.TV