FedEx Newsroom

FedEx Newsroom

FedEx Express Call Centers in Latin America and the Caribbean will now Offer Round-the-Clock Support

February 20, 2006

Miami, February 20, 2006 — FedEx Express, the world’s largest express transport and global logistics solutions provider is now the first to offer customers in Latin America and the Caribbean complete 24 hours a day, seven days a week support via its interlinked regional customer service call centers.

FedEx customers in Argentina, Barbados, Chile, Costa Rica, Dominican Republic, Guatemala, Grand Cayman, Jamaica, Mexico, Panama, Trinidad & Tobago, Uruguay and Venezuela will now be able to receive support over the phone in their language of choice at any time of day or night. 

Thanks to the new Multi-Protocol Label Switching (MPLS) technology, calls can be routed between different call centers servicing the region, ensuring that customers will always get their questions answered by an available representative.  This new technology also improves the automation of services such as package tracking, pick-up scheduling and supply orders, placing them firmly within consumers’ reach.

“Being able to help our customers in Latin American and the Caribbean at any time of the day — in any language — is very powerful,” said Mike Murkowski, Vice President of Marketing, Customer Service & Customer Technology for the FedEx Express Latin America & Caribbean Division.  “The implementation of this new technology really highlights our commitment to the region and to constantly finding ways to improve the customer experience overall.”   

Integrating a large number of countries into a single service network creates its own unique challenges.  To ensure that each caller receives the personalized attention he or she needs, FedEx Express invested in rigorous training for their call center representatives, ensuring they are all familiar with customs regulations, specific services offered and the unique conditions present in each of the countries in the region.

Successful integration also means sharing information across international lines, both through state-of-the-art technology and with the help of hands-on peer coaches.  “We made sure to bring in people who could work with the agents as each new country came on board — to understand any specific needs or issues and share this information across the call centers for everyone’s benefit,” added Murkowski.

About FedEx Express

FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to every U.S. address and to more than 220 countries and territories. FedEx Express uses a global air-and-ground network to speed delivery of time-sensitive shipments, by a definite time and date with a money-back guarantee.

FedEx Express Latin America & Caribbean Division services more than 50 countries and territories throughout Latin America and the Caribbean and employs more than 3,400 people committed to total customer satisfaction each business day. 

About FedEx Corp.

FedEx Corp. (NYSE: FDX) provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. With annual revenues of $34 billion, the company offers integrated business applications through operating companies competing collectively and managed collaboratively, under the respected FedEx brands. Consistently ranked among the world’s most admired and trusted employers, FedEx inspires its more than 275,000 employees and contractors to remain "absolutely, positively" focused on safety, the highest ethical and professional standards and the needs of their customers and communities. For more information, visit www.fedex.com.

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