DHL Express Russia customer service recognized with industry awardMoscow, 03/20/2008, 10:30 AM CET
Customer service quality at DHL Express Russia was given the highest possible recognition by industry peers at the "Russian and CIS Call Centre Awards", held during the "Call Centre World. Russia/CIS - 2008" International Forum at the end of March.
The forum, which entered its seventh year in 2008, is the major large-scale industry gathering for Call Centres in Russia and the CIS. It brings together specialists and business leaders from Russia, the Ukraine, Kazakhstan, Uzbekistan, Azerbaijan, Kyrgyzstan, Belarus and other countries in the region, as well as guests from Europe, the Middle East and the US.
The "Russian and CIS Call Centre Awards" serve as an industry benchmark, rewarding best in class standards and quality in call centre activity. Candidates for each award are expected to demonstrate effective customer service, which contributes to customer loyalty and retention, and good working conditions for call centre staff - the foundations of any successful call centre.
Sweeping the board
All candidates are actively tested on a "mystery caller" basis by a jury of recognized industry consultants, managers, business trainers and journalists. DHL Express participated in the awards for the first time in 2008, entering the three categories of "Best Corporate Culture", "Best Training for Call Centre Staff" and "Team of the Year". Despite stiff competition from other leading brands in the Russia & CIS market, DHL Express 'swept the board', taking home the top prize in each category.
Natalia Kabakova, Head of Customer Service DHL Express Russia noted that "The awards are a fantastic reflection of the dedication of the people we have in our Moscow call centre and of the investments made in training and creating the right working conditions for our staff. It's a great honour to be recognized by our industry peers as a leader in our field, and to see our efforts to create a top quality customer experience rewarded."
Her words were echoed by Adrian Marley, Country Manager of DHL Express Russia. "Our customer service team's 'triple crown' in the 'Russian and CIS Call Centre Awards' awards is a just reward for the effort that they have put into their staff training and development. Great customer service has always been one of the building blocks that make DHL the company that it is. It's nice to see that the Russian & CIS market is paying such close attention to best practices in customer service and even nicer to see our name up in lights as a top performer in this area."