TNT Selects etalk to Enhance Agent Performance and Quality Assurance in European Contact Centres

Products to Boost Service Standards and Revenue Generation for Leading European Express and International Mail Delivery Company

Irving, TX - March 9, 2004 - etalk Corporation, the global leader of Performance Impact™ solutions for contact centres, today announced that TNT, the European market leader in global express and international mail services, has implemented etalk Recorder® and Advisor™ at two key call centre sites in the United Kingdom. The two TNT sites comprise 150 customer service agents who handle more than 15,000 calls a month.

TNT provides a range of time sensitive logistics and express delivery services from more than 70 locations in the United Kingdom. Using etalk Recorder, the company´s voice/data recording solution, coupled with etalk Advisor evaluation reporting tool, TNT is benefiting from a complete quality assessment that enables the company to increase agent effectiveness by reducing error rates and increasing customer satisfaction ratings, while generating additional revenue.

“As one of the largest express delivery companies in Europe, our customers demand first-rate customer service. With a dedicated focus on our customers, our goal is to create a positive and memorable experience every time.” said Gary Burgess, National Call Centre Manager at TNT Express Services covering the UK & Ireland. “With the help of etalk´s products, we´re better positioned to meet that goal.”

Looking to deliver customer service with increased accuracy and clarity, TNT´s contact centres will automate their quality monitoring capabilities with etalk Recorder and develop evaluation forms for scoring agent calls with etalk Advisor. With Advisor, TNT can establish the performance criteria for its customer contact centre. They can then use Advisor´s highly automated tools to evaluate, analyse, and measure their entire quality assurance program.

“etalk´s customer interaction recording and performance evaluation software is enabling TNT to capture customer intelligence and optimise workforce performance effectively,” said John Sweeton, etalk´s vice president of global channel sales. “Using etalk´s quality management solutions, complete customer interactions are recorded, replayed, reviewed and analyzed. This information can then be used in a training capacity to improve staff performance, as well as reduce costs, increase revenue and provide consistent, quality customer experiences.”

About TNT
TNT Express Services is the European market leader in global express and international mail services. The company provides a range of time sensitive logistics and express delivery services from over 70 locations in the United Kingdom all of which are backed up by three main support centres. The company´s three support centres are manned by dedicated teams providing vital services that enable the company to produce outstanding levels of customer satisfaction. TNT Express Services has been independently recognised as one of Britain´s top employers and provides its people with a working environment which stimulates high performance and shares the rewards of its success with its customers, employees, community and shareholders. TNT Express Services has won an unprecedented 21 Motor Transport Awards - the transport industry´s ´Oscars´ - in the past 18 years including ´Best Use of Internet/e-Commerce´ in 2003. Other accolades include four consecutive Investors in People Accreditations dating back to 1994 and the prestigious ´European Quality Award for Business Excellence.´

About etalk
etalk is a global leader of Maximum Performance Impact trade; solutions for enterprise contact centers. Since its inception in 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers. The etalk suite of integrated solutions, including the Qfiniti trade;, JASS trade;, Recorder reg;, Advisor trade;, Expert trade; and Survey trade;, improve both customer service and the CRM decision-making process. Using his combination of etalk acute;s award-winning products and outstanding services, customer can design, implement and continually refine their quality program initiatives, achieving their overall business objectives. etalk operates in more than 40 countries through its Worldwide Business Partner Program. For more information, contact etalk at www.etalk.com.