IPC Customer Service System
The IPC Customer Service System (CSS) links more than 250 Customer Service call centres, which handle customer queries on uniquely identified postal items such as bar-coded parcels, EMS courier items, insured, registered, and Exprès letters. There are more than 150 posts connected world-wide. More than 1,000 customer service agents located all over the world use the system.
Many different services use the system, though they may know it by a different name. For example, those from the EMS community know the IPC Customer Service System support for the EMS product as the Rugby System, while those in the UPU Parcels Group, know its support for UPU parcels as IBIS (Internet Based Inquiry System). Regardless of the name it goes by, all recognize the valuable service it provides.
How it Works
The system is designed around a fixed set of procedures with agreed response targets per supported product. Each query in the system uses predefined sections where the agent enters specific required information, supplied by the inquiring customer or from the IPC CAPE system. When the information in the enquiry is complete, it is sent to the destination post’s customer service call centre. There, customer service agents respond to the enquiry.
Replies recorded in the database are used to generate periodic reports on reply performance for each product and post. This allows the call centre managers for each post to ensure that the customer service targets, agreed for each product, are met. In addition, by combining information from the Item Monitoring System on total volumes, it is possible to objectively measure the number of inquiries against total traffic, to track trends in customer queries and satisfaction.