FedEx Express, a subsidiary of FedEx Corp. and the world’s largest express transportation company, won the ‘Best Helpdesk’ (medium-sized) category at the INSIGHTS Middle East Call Centre Awards 2014.
“At FedEx, we place our customers at the core of all we do and our team members are vital to that process,” said Nathalie Amiel-Ferrault, vice president, EMEA Customer Service and MEIA Marketing & Communications.
“We foster an environment of continuous improvement and innovation through all of our customer touch points. Being recognized by the INSIGHTS Middle East Call Centre Awards is a testament to the dedication and passion our people have towards making every customer experience outstanding.”
During the 2014 awards ceremony, FedEx was honored for its consistent industry-leading customer service over the past 12 months. To ensure a high level of customer satisfaction, FedEx delivers the best possible service across all customer interactions including package pickup and delivery, sales, customs clearance operations, the call center and its specialized helpdesks. Across the UAE and Bahrain, FedEx operates a specialized Aircraft on Ground (AOG) helpdesk targeted towards aviation customers.
The AOG helpdesk maintains an exclusive customer service team that provides support 24 hours a day, seven days a week for urgent and critical shipments carrying components to manufacture or repair an aircraft back into service. The team follows up on customer requests to coordinate and expedite time sensitive delivery processes globally. The AOG helpdesk also allocates agents to monitor the dedicated email account throughout weekends and public holidays to ensure a customer response time of less than two hours. This dedicated service enhances the value of the customized ‘FedEx Aerospace Solutions’, and complements the company’s wide portfolio of industry-specific shipping innovations.
Organized by INSIGHTS, the Middle East Call Centre Awards is now in its ninth year and has become a benchmark in the region for customer service success. The comprehensive award submission considers customer data analysis, process reassessment and employee teamwork across 10 categories. In 2013, FedEx was awarded the ‘best call center’ and ‘best career and skills path’, as a result of the world-class business standards implemented by the company across all of its services.