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Sydney, 11 October 2021: DHL Express, the world’s leading express service provider, has been recognised as an ABA100 Winner for Service Excellence at The Australian Business Awards 2021. The award acknowledges the company’s initiatives to continuously drive service quality amid a significant increase in customer enquiries during the COVID-19 pandemic. This year marks the sixth time DHL Express Australia has won the award.
“In the past 12 months, our customer service team has successfully adapted to a series of significant challenges and have continued to uphold the high service quality standard we are renowned for. This recognition is a testament to the team’s commitment to our customers and continuous improvement,” Gary Edstein, CEO and Senior Vice President, DHL Express Australia said.
“Our customers and their experience lie at the very heart of our Insanely Customer Centric Culture. At the height of the pandemic, we experienced a 50% increase in enquiries to our contact centre, impacting our KPIs and team morale. At this time, we made a considered decision to focus on the quality of our customer interactions, and equip our advisors with vital customer information on the developing situation. This customer centric approach and the dedication of our team ensure we are able to maintain and improve our service quality levels in 2021,” Fiona Evans, Vice President, Customer Service, DHL Express Australia said.
DHL Express sets rigorous quality standards for customer interactions, including answering more than 90% of inbound calls within 10 seconds. Each month through the company’s Quality Monitoring program, calls from team members are randomly selected for quality assessment and scored against a weighted criteria. Across the business, the customer service (CS) department has led a training initiative to instil CS practices as a benchmark among all DHL Express employees, ensuring customers receive the same level of ‘knowledgeable, polite and helpful’ professionalism no matter who they interact with.
DHL Express Australia’s contact centre is based in Brisbane, and employs more than 250 advisors. The company added 40 new CS advisor roles in 2021.
With over 2,300 employees in its CS teams across Asia Pacific, DHL Express continues to invest in their development and talent growth. All CS employees undergo specially-developed modules in its award-winning Certified International Specialist employee training program. The training syllabus includes soft skills, system skills and operational excellence to help them provide customers with the best possible experience in their interactions.
As the company continues to leverage digitalisation in its business, DHL Express has introduced various initiatives such as a 24/7 self-service Digital Assistant, which draws on years of accumulated experience and an ever-growing knowledge base, to directly provide customers with the information or support they need. Equally, Robotic Process Automation (RPA) has been integrated and implemented to automate bookings and reduce paperwork, thereby creating greater efficiency. With the support of technology, CS advisors can better focus their effort on helping customers resolve more complex issues as swiftly as possible.
For over a decade, DHL Express has been celebrating Customer Service Week annually, to recognise the value and importance of customer service to the company.
As a testament to its focus on customer centricity, DHL Express received 65 customer service awards across Asia Pacific in 2020.