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TNT: Outsourced...
TNT: Outsourced customer service excellence
TNT Express Italy, a subsidiary of Netherlands-based TNT NV, is the Italian market leader for domestic and international parcel and package shipments. In 1998, it decided to get first mover advantage by creating a call centre infrastructure for its domestic customers. In 2001 it chose to outsource the call centre platform and adopt an 803XXX freephone number, in order to concentrate upon its core business and further improve its customer interface.
In a five-year €5 million contract BT Albacom assumed ownership of all relevant hardware and software assets. It first rationalised the number of call centres from 13 down to six. Later initiatives were to transform the call centres into one virtual contact centre using intelligent network techniques.
The virtual contact centre has improved agent productivity by 10 per cent, saving TNT Express Italy some €1 million per annum. Percentage calls handled within 10 seconds have improved from 69 per cent in 2001 to 84 per cent in 2005. Most importantly, TNT Express Italy has been able to differentiate its customer service and maintain its market leadership, and BT Albacom has learned valuable outsourcing skills that it is now able to offer to other customers.
“Our core business is shifting physical things around, not running telecommunications. By outsourcing the different components of our contact centre infrastructure, we would have a single interface, instead of different suppliers blaming each other for service problems. We wanted to rationalise our customer interface with a single freephone number, and enter into a full outsourcing contract for the network and hardware platform.”
Riccardo Bergerone, CIO, TNT Express Italy