- Urgent Cargus, with 27 years of experience in the Romanian courier market, was awarded Best Medium Contact Center distinction at Romanian Contact Center Awards 2018 Gala, event organized by Marketing Insiders Group, preceded by Customer Care Conference & Expo.
- Urgent Cargus’s team of Customer Service has also received four individual awards that attest the dedication, implication and the quality of services provided by the operators in the Customer Relations Department.
- Customer Care Conference & Expo is the most important event of this kind in Eastern Europe and has brought together, on April 18th and April 19th 2018, over 250 specialists in Contact Centers, both local and international, from different areas of activity such as Business Process Outsourcing, Shared Services, Telecomunications, Finances & Banks, Insurances, IT&C, Retail, FMCG, Courier industries
Urgent Cargus announces the use of artificial intelligence technologies in its interactions with customers
One of the primary themes of discussions during Customer Care Conference & Expo was the transition to a Customer Service supported by Artificial Intelligence technologies. Specialists attending the event have stated that, until 2025, more than 95% of customer relations will be supported by these technologies.
In line with this trend in customer relations, Urgent Cargus is preparing and testing such Artificial Intelligence technologies in its own department of Customer Service. This way, Urgent Cargus will offer automated services before human interaction for simpler demands, the complex ones requiring intervention from Contact Center operators.
The courier company already launched three revolutionary Customer Service solutions
Until now, Urgent Cargus has been constantly developing and implementing modern technological solutions, according with international trends.
This way, with the Call Back Service, clients that do not hold the line during a call are called back by the first available operator in Urgent Cargus’s Contact Center.
Moreover, to ensure a personalized interaction with the customers, the Computer Telephony Interplay Service gives the operators the possibility to identify the customer by the phone number. This way they will be able to communicate with the customer by using his or her name, thus offering a much better experience.
Urgent Cargus has also invested in technology in areas where the company was confident that offering self-service benefits both the customer and the company, via a series of alternative channels from which the customer can choose how to receive the information regarding a parcel – by using the Interactive Voice Response interface or by choosing, during the call, to receive the information via email or text.
Urgent Cargus keeps Romania connected
“We know that we are operating in an industry where time is of the essence and we know that for Urgent Cargus the most important thing is what the customer considers to be vital for him. This is why innovation is part of our strength! We know that highly personalized integrated solutions are the key to success, along with well trained and passionate human team. The trust of our customers is what motivates us every day to be the best and this is why, at Urgent Cargus, we passionately deliver the best services”, says Anda Bucșan, Customer Service Director Urgent Cargus
Boilerplate
Urgent Cargus, one of the biggest companies on the Romanian courier market, owns and operates a national network of 72 centers and warehouses, with a fleet of over 2,600 courier vehicles. The company has approximately 3,000 employees and contributors and in 2017 had a fiscal value of 81,5 million euro.
