Company: DHL Express UAE, Dubai, UAE
Company Description: DHL Express is the global leader in the logistics industry, specializing in international shipping, courier services and transportation.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Business Services Industries
 Nomination Title: DHL Express UAE - Contact Center Team Excellence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
At DHL, we are powered by our Motivated People. Our new joiners embark on a comprehensive training journey which not only deepens their understanding of our customer-centric approach but also equips them to turn challenges into opportunities, as reflected in our impressive 15% promotion rate and low attrition rates.
Trust is at the heart of our team, maintained through open communication and a commitment to listening. Regular Performance Dialogue sessions, held four times a week in small groups, provide a forum for fruitful discussions. Personalized monthly coaching sessions further nurture team performance, offering motivation and feedback.
Balancing team engagement and quality, our team quality has been consistently above 97% which a clear evidence of our commitment to excellence.
We encourage them to lead projects aligned with their interests. This approach inspires motivation, fosters active participation, and illuminates internal talents, with success stories including promotions to finance and IT analyst roles within DHL.
Believing in Continuous Improvement, we leverage tools such as 5S, Gemba walks and DMAIC initiatives to address challenges and unveil innovative solutions.
Our journey is boosted by a shared commitment to excellence, our team members have received more than 15 individual awards recognizing our relentless pursuit of success.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
We believe in Motivated People to provide great customer experience, and strive to achieve great employee engagement culture, scored 95% in our Employee Engagement survey and 92% in Leadership. Also, we have successfully completed 97% of all our team Individual Development plans for the year.
Having high engagement helped us to foster critical behaviors to drive further our high performance. We promoted Accountability, Involvement and Trust, developed our advisors and involved them in management projects. Thus we retained our talent, we had 3 advisors promoted to different departments.
In 2022 & 2023, we maintained excellent service levels and abandon rate below 0.2%, our team offered excellent call quality 97%, and achieved 65% 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 achieve such great results, we reviewed constantly our processes and promoted higher productivity and efficiency by using Continuous Improvement methodology. We listened to feedback, everyone was accountable, and effective communication channels were developed either through small performance dialogue sessions, or through trainings, workshops and townhalls. We also maintained positive employee reward and recognition strategy, 15 individual awards received for high achievements.
Winning regional and global awards in innovation, customer experience and employee engagement in the last 3 years is great evidence our Contact Center is using the right metrics to drive success and improve customer experience.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 7 words used.
Contact Center Dream Team - DHL UAE
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 247 words used.
Firstly, our ability to reach call quality of 97%, upselling 65%, sales lead conversion 39% and 15% growth YOY is unique because it significantly outperforms industry benchmarks. In addition, This remarkable growth demonstrates our team's exceptional market understanding and the effectiveness of our strategies, placing us ahead of competitors in terms of revenue generation.
Furthermore, our NPS score of 79% showcases our dedication to improving customer satisfaction. Our commitment to delivering excellent customer service has surpassed industry norms, positioning us as a customer-centric leader in the field.
In DHL, we strongly believe in Connecting People and Improving lives. Our contact center plays major role in developing strong ESG proposition for DHL UAE by listening to our B2B and B2C customers feedback onour sustainable products, and reach strong relationships with local communities and governments. Similarly our team’s high motivation and engagement levels help us to naturally attract talent through greater social credibility.
We have looked at developing our contact center and implementing 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%, leadership were 92%. In terms of values, 95% of the team believe we treat each other with respect and 90% believe that we promote inclusion and diversity.
Winning Stevie award means that we are living our brand promise of Excellence Simply Delivered.
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