Linking 312 postal call centres globally in 197 countries, IPC’s Global Customer Service System is a unique platform in the postal industry. IPC’s GCSS/IBIS is a web-based application enabling the exchange of inquiries between postal operators’ customer service departments. The system allows for the immediate action of customer queries, while customer service agents of participating posts can directly connect to share queries and information. This information is automatically complemented by detailed item and receptacle event tracking history.
Underpinning key international postal products
GCSS/IBIS supports many different international delivery services and networks such as:
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Each service group or network sets response targets within GCSS/IBIS to ensure a timely resolution of queries. The functionality of the system is constantly reviewed and, when opportunities arise then periodically enhanced to meet the needs of postal networks and their respective customer service centres.
Did you know that posts can integrate with GCSS/IBIS via GCSS APIs? Integrations enable faster customer query resolution through elimination of duplicated tasks to maintain a synchronisation between the post’s CRM and GCSS.
Why joining GCSS?
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| Better consumer experience A platform enabling the monitoring and continuous improvement of postal customer experience |
Efficient Supports postal operator’s call centres staff members with user-friendly message lists and alerts for |
Network Enable customer centres’ staff members to exchange best practice and gain experience through regular training and meetings. |
GCSS/IBIS supports each service group and network with email distributed periodic reports and ‘live’ view upon active ongoing inquiry and notification status via the GCSS User Cockpit. GCSS self-service reporting is available to subscribing service groups and networks. The objectives are to bring focus to quality via for example KPI measures such as:
- on-time inquiry performance
- overall workflow duration
- first level resolution of workflows
- response times
More information
To find out more about the Global Customer Service System (GCSS) or Internet-Based Inquiry System (IBIS), contact us at [email protected].