International Call Center, Delivery Performance Recognized
WASHINGTON — The U.S. Postal Service was recently recognized by the Universal Postal Union (UPU) and the Express Mail Service (EMS) Cooperative Network, which operates within the framework of the UPU, with awards for excellence in international call center service and delivery performance — 2011 EMS Customer Care Award, large group category and 2011 EMS Performance Award, silver level category. Postal operators in the EMS Cooperative Network submitted ballots earlier in the year to vote for 2011 EMS Customer Care Award winners.
“One of the Postal Service’s core strategies is to improve customer service,” said Maura Robinson, vice president, Consumer and Industry Affairs. “Delivering a positive customer experience with every interaction is essential and we appreciate the efforts of the Customer Call Center team. We are proud to receive peer recognition of our inbound and outbound EMS inquiry, claims research and resolution systems, which are important to the Postal Service’s commitment to our customers, members of the Universal Postal Union and the EMS Cooperative Network.”
The Postal Service was one of fifteen candidates competing for the award within the large group category, which included postal operators in Brazil, Canada, China, Germany, Hong Kong, Indonesia, Italy, Japan, Korea, New Zealand, Russian Federation, Singapore, Thailand and Turkey.
For the 2011 EMS Performance Award, delivery performance is measured, reviewed and confirmed by an independent third-party auditor. EMS Cooperative Network members achieving the highest delivery performance are recorded in the EMS Hall of Fame.
“The Postal Service is proud to receive global recognition for excellence in call center customer service and delivery performance,” said Giselle Valera, managing director and vice president, Global Business. “We look forward to joining the EMS Hall of Fame and we pledge to continue working to improve our customers’ global shipping experiences.”
The Postal Service also won the 2010 EMS Performance Award, silver level, and the 2009 EMS Performance Award, bronze level.
USPS participates in the International Post Corporation’s Environmental Measurement and Monitoring System, the global postal industry’s program to reduce its carbon footprint 20 percent by 2020 based on an FY 2008 baseline.