Worldwide Patrick Morgan Operational Support Manager Parcelforce - - PowerPoint PPT Presentation

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Worldwide Patrick Morgan Operational Support Manager Parcelforce - - PowerPoint PPT Presentation

PCI Compliance in Parcelforce Worldwide Patrick Morgan Operational Support Manager Parcelforce Worldwide About Parcelforce Worldwide A leading provider of UK guaranteed express deliveries covering all 27 million addresses in the UK


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PCI Compliance in Parcelforce Worldwide

Patrick Morgan Operational Support Manager Parcelforce Worldwide

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About Parcelforce Worldwide

  • A leading provider of UK guaranteed express deliveries

covering all 27 million addresses in the UK

  • Britain’s most experienced B2C carrier, offering the

most comprehensive B2C solution in the UK

  • Part of a leading ground based European delivery

network with 23 partners in 30 countries

  • Access to the world's largest delivery network covering

240 countries and territories worldwide

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  • Operate a hub and spoke system with 53 depots

across the UK and two state of the art hubs in Coventry

  • Highly automated tracking and sorting centre covers

43 acres, handles up to 58,500 parcels an hour and processes more than 40 million parcels every year

  • Providing customers and extensive network of local

depots is one of the service areas that differentiates Parcelforce from its competitors.

The Scope of our Business

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  • Implemented ContactWorld at our depots to better serve our

customers with automated services:

– Track and trace parcels – Arrange a redelivery following a failed attempt – Allow secure credit or debit card payment of charges on

international parcels

– Connect to a local depot to speak to an agent

  • Process approximately 3 million calls per year through
  • ContactWorld. 1.5m agent handled calls, across a team of 250

agents at peak times

  • All calls can be recorded for training and compliancy requirements.
  • Includes robust DR facility

Parcelforce Worldwide and NewVoiceMedia

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  • Some imported goods are liable for import duties, VAT

and other charges levied by UK Borders Agency (UKBA) before they can be released to the recipient

  • This amounts to approximately 12,000 transactions a

week

  • Parcelforce pays these charges and seeks

reimbursement from customers through their Customs Charge Recovery System (CCRS) before enabling a delivery or collection

Satisfying our Customers and UK Border Agency

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  • Drivers attempted delivery to customers and requested

reimbursement before releasing goods

  • Some customers were unaware of the need to settle

payment on delivery, resulting in the item being returned to depot

  • Where payment was made drivers had to carry cash

and cheques, putting them at risk. On site credit card payment facilities were not available.

  • Overall, the previous system resulted in delivery

rework for the depots, delayed items for customers and the loss of over £1m per annum in recovered duties

Before ContactWorld PCI

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  • ContactWorld PCI provides Parcelforce Worldwide with

an automated debit and credit card payment processing system to securely handle charges for custom duties, etc.

  • Customers can pay their charges by web or phone, via

their local depot

  • Benefits include time saving for the company and

customers, reduced warehousing costs and improved cash flow

The ContactWorld PCI Solution

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ContactWorld IVR is Integrated with PFW Tracking System

APS Application Worldpay Application POISE Application EDG API Payment Calls NVM IVR Web Payments & Depot Support

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“The solution takes over 7,000 calls a week as customers call in to make their payment and arrange delivery of their packages. The service is available 24 hours a day, seven days a week. The rate of turnaround of our parcels is even better than expected, reducing storage costs and improving

  • ur cash flow. This is significant during our busy

Christmas period as previously over £250,000 per week of capital could be tied up in UKBA payments”

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  • Introduce Mid Call Payment IVR Solution for enhanced

customer security and peace of mind

Future PCI Plans in ParcelForce Worldwide