Latvijas Pasts sets up a modern Customer Centre and makes a transition to a single infoline phone number

27.06.2019

Latvijas Pasts sets up a modern Customer Centre and makes a transition to a single infoline phone number

Setting up a modern Customer Centre with customer-friendly service principles and a contemporary infrastructure, Latvijas Pasts makes a transition to a single infoline phone number, ensuring identical customer service standards across the country, comprehensive identification of customer problems and issues, as well as their record-keeping and analysis. Along with the modernisation of the Customer Centre, remote customer service tools – phone calls and mobile text messages, e-mails and social network messages – are serviced in one place, thus enabling the understanding of the issues related to postal services which are essential to customers throughout Latvia, finding and assessing the causes of deficiencies and providing proper assistance to customers.

A modern and customer-friendly Customer Centre model has been created, taking into account that the primary task of post offices is to provide on-site customer service at the relevant post office, but it is not always possible to answer phone calls at all of the nearly 400 post offices during peak hours. Phone consultations and other types of remote customer service are particularly problematic at small post offices with only one employee.

“Improving communication with the customer is our priority, so we are present in those communication channels where the customer can contact us in the most convenient way. Taking over the incoming calls from all post offices, Latvijas Pasts has managed to efficiently enhance its communication with customers, and we are continuing to improve the new system to make it even more efficient. Currently we are actively working to adjust the working hours of the Customer Centre to the working hours of the longer-working post offices by the end of the summer, ensuring communication also after the end of the traditional working hours,” emphasises Kārlis Udrass, Head of Latvijas Pasts Customer Centre. 

Latvijas Pasts Customer Centre started a gradual takeover of incoming calls from post offices at the end of 2018, and currently the centralised remote communication is provided at all of the 382 full-spectrum post offices. As a result of rearranging the existing resources and improving efficiency, 21 customer service specialists are currently working in customer service. It is expected that they will also be joined by virtual assistants in the near future.  

The contacts of Latvijas Pasts Customer Centre: phone: +371 27008001 or +371 67008001, e-mail info@pasts.lv, working hours on weekdays from 8 AM to 5 PM.

In recent years Latvijas Pasts has been actively implementing various projects for improving customer convenience and quality.

 

About SJSC Latvijas Pasts
Latvijas Pasts ensures the widest availability of postal services throughout Latvia by maintaining more than 600 post offices. The primary function of the company is provision of the universal postal service; Latvijas Pasts also provides commercial transport, express mail, payment, press subscription, retail and philatelic services. Latvijas Pasts is a wholly State-owned company with around 4,000 employees. The quality measurements of Latvijas Pasts domestic mail deliveries are regularly conducted by Kantar TNS, one of the leading market, social and media research agencies in Latvia. In turn, the quality measurements of the cross-border deliveries are provided within the framework of the International Post Corporation through the intermediary of the research companies Kantar TNS, Ipsos and Quotas.


Additional information:
Vineta Danielsone | Senior Public Relations Project Manager
Phone: +371 67608504 
E-mail: pr@pasts.lv; vineta.danielsone@pasts.lv
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Central information line of postal offices