DPD’s new contact centre was launched in Astrakhan and became the third such facility of the logistics operator in Russia. The launch timing was correlated with the traditional high season during Christmas sales. On average, the number of calls to the contact centre during this season increases by 15-20 percent in the business segment and by 25-30 percent in the retail segment.
“During the high logistics season, DPD contact centres in Russia receive more than 800,000 calls, about 250,000 mail and chat messages every month. We, in turn, make more than a million outgoing calls to coordinate the delivery terms. Thanks to the new facility, we will be able to ensure a faster response to customers’ calls and requests,”
said Natalia Tishkova, head of DPD Customer Service in Russia.
At the same time, a neural network takes over part of the DPD contact centres’ operations. Yulia, a network bot, has been working along with operators providing feedback to the customers for more than four years. The AI-powered technology deals with outgoing and incoming calls, and also text requests. In 2021, this “employee” already answered 2.8 million calls, made 6.3 million outgoing calls on her own, and answered almost 600,000 customer mails.
DPD’s two other call centres in Russia are located in Voronezh and Smolensk; they were launched in 2013 and 2018, respectively.
DPD is Russia’s largest private express delivery and logistics operator. DPD Russia is part of DPDgroup, Europe’s second largest delivery chain owned by the GeoPost international holding. DPD Russia’s infrastructure includes more than 150 terminals, Pickup points; offices operating in all EAEU member countries. Customers are offered delivery to 35,000 communities in Russia, Kazakhstan, Belarus, Kyrgyzstan, Armenia, as well as to 200 countries of the world. Thanks to the unique Predict option, online shoppers know the delivery date well in advance. The service employs over 4,500 people. dpd.ru
