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"DHL strives for excellence in customer service every day, so it was a natural choice for us to be involved in the Top 50 Call Centres programme. The scheme recognises the highest achieving call centres for their work so by participating we have a chance to shine as both a trusted brand and leading transport company, as well as further improve our standards. We are looking forward to meeting the challenges of the award "
Gary Redman-Schaffer, Director of Customer Services,
DHL Express International DHL is the global market leader in the logistics industry, connecting its customers to the world’s markets through a dedicated network operating around the clock in more than 220 countries. In the UK, DHL Express is the country’s leading express delivery company, meeting the needs of thousands of customers - ranging from large multinationals and small businesses to third party agents and the general public - who rely on DHL daily for international and domestic express delivery services. The DHL Express customer contact centre, based in the East Midlands, handles more than 3 million calls per year. A team of 360 people provide services ranging from parcel bookings, track and trace and general enquiries to dedicated assistance for large customers, online help and support for DHL's account management and sales force. The Centre is well respected by its internal and external customers for the quality of service and expertise delivered by the professional team. Development and training is encouraged, with customer service apprenticeships and national key skills certificates offered to staff. A culture of support and empowerment has built a strong team spirit; turnover rates are consistently below national average. Staff at the Centre readily volunteered to help manage the official donation line for Comic Relief 2009, recording almost £200,000 in public donations, and a 200-strong team donated their time again for Children in Need 2009 after the Centre was specially invited by the BBC to support the event.
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DHL
