Total 535 words used.
At DHL, our journey towards excellence is fueled by the unwavering dedication of our motivated team. As we proudly nominate our Customer Contact Center for the Team of the Year award, we invite you to glimpse into the heartbeat of our success – a synergy of inspired individuals, collaborative endeavors, and a commitment to excellence simply delivered.
Cultivating Motivated People:
Our success story begins with the comprehensive training journey embarked upon by every new member of our team. This journey not only deepens their understanding of our customer-centric approach but also equips them to transform challenges into opportunities. Trust, the cornerstone of our team, is nurtured through open communication and a commitment to listening.
Regular Performance Dialogue sessions and personalized monthly coaching further cultivate team performance, offering motivation and constructive feedback. The result? A team quality consistently above 97%, accompanied by 15 individual awards – a testament to our unwavering commitment to excellence.
Positive employee experiences are sustained through a robust reward and recognition strategy, reflected in 15 individual awards received for high achievements.
Empowering Through Leadership and Innovation:
Our team members are encouraged to lead projects aligned with their interests, fostering motivation, active participation, and the illumination of internal talents. This approach reflects in our impressive 15% promotion rate and low attrition rates.
In 2022 & 2023, we achieved service excellence with an abandon rate below 0.2%, call quality at 97%, a remarkable 65% upselling improvement, and a 15% year-on-year topline growth. Our Contact Center transformed into a profitable department generating multi-million revenue, contributing 30% of the country's FTB revenue, and achieving the milestone of being the first contact center in the region.
Continuous Improvement:
Constant process reviews, productivity enhancements, and efficiency improvements through methodologies like DAMAIC, 5S, and Gemba contribute to our success. In the last two years, our focus on digitization and efficiency initiatives has yielded significant benefits. We have successfully saved two (FTEs), showcasing our commitment to operational efficiency.
Exceeding Industry Norms:
Our exceptional growth outperforms industry benchmarks, with call quality at 97%, upselling at 65%, and a 39% sales lead conversion. Furthermore, an NPS score of 80 underscores our commitment to improving customer satisfaction, positioning us as a customer-centric leader in the field.
ESG Commitment and Social Credibility:
Our contact center plays a pivotal role in developing a strong ESG proposition for DHL UAE by actively engaging with B2B and B2C customers on sustainable products. High motivation and engagement levels naturally attract talent, enhancing our social credibility within local communities and governments.
Employee-Centric Values:
A game-changer in our success story is our focus on developing great employee experiences. Employee Engagement scores at 95%, leadership at 92%, and strong alignment with values such as respect and inclusion (95% and 90% respectively) reflect our commitment to creating an empowering workplace.
In our pursuit of excellence, winning the Stevie Award symbolizes the living embodiment of our brand promise – Excellence Simply Delivered. It is an affirmation of our relentless dedication to empowering our team, delighting our customers, and positively impacting the communities we serve.
At DHL, we believe in Connecting People and Improving Lives, and our Customer Contact Center stands as a shining example of turning this belief into a thriving reality.
Nomination Title: Contact Center Team Excellence: Pioneering Performance and Purpose at DHL UAE
