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We believe in Motivated People as one of the key drives to provide great customer experience. Therefore, we strive to achieve great employee engagement culture, in 2021 we reached 95% in our Employee Engagement survey results and 94% in Active Leadership.
In the last two years, our motivated and empowered team achieved great results, we maintained excellent Grade of service and very low abandon rate below 0.2%, our team offered excellent call quality average 96%, and achieved 82% upselling improvement and topline growth. We turned the call center into profitable department generating multi-million revenue and supported country growth by achieving 15% YOY, and became the first contact center in the region contributing 30% of country FTB revenue.
To drive higher employee engagement, we foster regular discussions and workshops are arranged to exchange input and deliver feedback. For instance, we received multiple feedback from working mums struggling to work when kids are sick, we offered them the flexibility to take unscheduled day off to care for their sick child; we understand that worried mum would not be able to make a perfect call.
We also invest in our team personal and professional development. Each advisor has an individual development plan agreed during the yearly appraisal and reviewed quarterly. It has proved to be fantastic tool as it is providing advisors with tangible goals and empower them to achieve them. We also offer opportunities for job shadowing, job rotation and cross-functional projects to help our team to achieve their individual development plan, our promotion rate was 15% in 2022 with zero resignation.
Although contact centers are known to have limited room for work flexibility, However, we believe that employees come first, hence we reward high performers with hours or days off. We allow shifts swap or days off swaps between advisors. Advisors with medical conditions such back pain were given shorter shifts until their health improve.
We strongly believe in driving reward and recognition culture where the team would feel appreciated and recognized. All appreciation emails received from customers are shared among the team, more than 40 emails received in 2022, this is helped the team to see their contribution to people lives. Weekly and monthly recognition events are organized within the whole team in addition to dedicated one week in Oct where the whole customer service celebrate their achievements on yearly basis.
Focusing on our team , safety, wellbeing and mental health was a key factor in driving higher engagement. We have arranged free counselling session for our people, in addition sharing multiple webinars and workshops about ergonomics and financial awareness.
Although we are certified Center of Excellence, we strive to continuously develop our contact center and implement initiatives focusing on our employee experience and our customers growth and success. We strongly believe that having great employee experience is game changer, and it is the key to deliver great customer experience. In our Employee Opinion Survey, our Employee engagement scores were 95%, Active Leadership were 94%. In terms of values, 95% of the team believe that we promote inclusion and diversity.
We are proud to share that our contact center demonstrated great agility and adaptability in light of the new trends emerging after the pandemic, we have altered our services to match the changing needs of our customer, our revenue has increased by double digit in 2022 and 2023, and our NPS reached 83.
Winning a Stevie award means that we are living our brand promise of Excellence Simply Delivered.
Nomination Title: Excellence Simply Delivered: Pioneering Performance and Purpose at DHL UAE
