ALL customer calls and queries to Post Fiji PTE Ltd will now be directed to its new call centre as of yesterday.
The company opened its own call centre in Suva to improve its service delivery to the customers according to the board chairman Lawrence Tikaram.
“Customer service is the epicentre of what we do in every organisation,” he said.
“It means now we have a stronger yield, a stronger response time but most importantly a measurement system that gathers data for our workers to provide superior customer service back to the people that matter the most which is our customer and consumers.
“Having said that we hope that consumers and customers take advantage of this great service by calling the toll-free and log in your queries or opportunities but at the same time it is a pulse check for our business organisation.
“For any organisation, if you don’t interact or engage with your customers or consumers you actually lose the platform on what you are actually developing.” According to him all the information would be collaborated and directed at one control centre which would then give them a good feedback on the areas the company was performing or not, we can measure the strike rate, the yield and other operations with information from customers.
CEO Dr Anirudha Bansod said the setup of the call centre process was completed within a month.
“All the customer queries and enquiries will be diverted to one centre and we have the professional team,” he said.
“We are starting with six people at the moment and if there is a need for more agents to be there it will all depend on the number of calls and customer queries we are receiving.
“For example the most of the queries we receive is in the EMS department, registered parcel and if that’s where the need for more people to be placed then we can enlarge our call centre facility.”
The customer queries before were not organised and were not dealt with professional people according to Dr Bansod.
“These people are very well trained in terms of the products and they can deliver the customer services based professionally,” he said.
“As we transition from the traditional business platform to more revenue driven new product category, that’s where the customer service will be very helpful and useful as well.
“We are not a monopoly stick organisation we are a very highly efficient, competitive organisation standing into the wide industry network and that’s where the customer service will be very helpful,” said Dr Bansod.
