The following represent some of the main items that stood out as important from Management's perspective: Overall, the FedEx Customer Service Centres display many positive contact centre employer of choice attributes. Job security is a big part of the FedEx culture. Even during slow periods, the management team works very hard to ensure employment continuity.
It is a progressive, fast paced operation continually looking for new opportunities to drive value and deliver cost effective results to the rest of the organization.
Growth prospects for FedEx Canada Customer Service look very good. Although these technological developments allow FedEx to provide prompt and easy-to-access service, customers who prefer the "personal touch", or who require more in-depth information, can still speak to a call centre representative by calling 1.800.GoFedEx. Customers can access information and track their packages at their own convenience. Several Customer Service Representatives are linked to the company databases from their homes using high speed internet technology, allowing them to work from home on the weekend, as well as during the evening, overnight and peak hours of the week.įedEx Canada's Internet site is another technological advance increasing customer convenience and reducing the need to phone Customer Service. In an effort to provide the most efficient customer service while making the best use of labour hours, FedEx began a telecommuting pilot project in late 1996. All workstations are equipped with computer terminals, headsets, ergonomic chairs and keyboard wrist supports. Performance MeasuresįedEx uses a Rockwell phone switch and ACD (automatic call distributor) using intelligent call routing to get calls to their destination in the shortest time possible. FedEx Canada has experienced very low attrition rates, improved employee satisfaction and greater customer satisfaction. Topics include: personal finance, physical fitness, stress & relaxation, time management, career progression and nutrition to name a few. This involves participation from the contact centre employees and the development of ongoing education events. Since achieving CCEOC status, FedEx customer service has embarked on an ambitious plan to develop a company-wide Health & Wellness program. Open and trusting communications between staff and managementīecoming certified through the Contact Center Employer of Choice program allows FedEx to: benefit from achieving the designation, address key employee satisfaction issues and develop an action plan for continuous improvement.Attracting the best candidates in a tight labour market.The following issues were key factors in the decision to pursue the CCEOC designation:
It achieved the highest combined score of any multi-site call center facility assessed to date. Customers are currently assisted in 18 different languages.įederal Express Canada Customer Service Centre is the first contact center in North America to attain the Contact Center Employer of Choice certification. Callers requiring service in a foreign language are transferred to a Customer Service Representative who communicates in their language. Customer communication channels include: phone, email, fax, post mail and web.Ĭustomer Service Representatives are accessible 24 hours a day, seven days a week. Some outbound calls are made to follow-up on inbound inquiries. The majority of inquiries handled include: inbound order placement, package tracing and general service calls for both air and ground customers. They practice a servant/leadership style of management that truly re-enforces their support and respect for the employees.įedEx Canada Customer Service centres handle over 1.3 million calls per year. There are also Managers, Frontline Representatives, Trainers, Employee Relations, and Workforce Management staff.
Fexed canada droppoint full#
Manager who has full responsibility for that location. The contact center structure includes a VP Customer Service and Managing Director who oversee operations for all 3 centers in Canada. Customer service centers are located in Vancouver, Mississauga and Montreal and are all virtually connected. FedEx employs more than 5,000 people in over 60 facilities coast-to-coast. FedEx is dedicated to being the nation's "employer, neighbour and shipper of choice". The company uses real-time package status tracking systems, automated customs clearance, and a dedicated air and ground transportation network to serve Canadian and global markets. is a global logistics company offering domestic and international shipping and supply chain management services.
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