Conference Schedule

Print Schedule

Mahmud Alam - National Customer Service Manager (Bio)

Bangladesh

RECENT AWARDS

Ranked #2 in the Region 2015

DHL Express Bangladesh No. of agents- 17

 

We will be sharing our best practices which include
 

  1. Insanely Customer Centric Culture
  2. Best Day Every Day
  3. Center of Excellence
  4. Net Promoter Approach
  5. Employee Engagement


 

Role of the Center:

This contact center receives inbound calls and supports customers to book a shipment, to provide any status update of a shipment, to assist with pre-shipment queries, suggest products that best suits customers’ need. The center also generates sales lead for the company and creates opportunities to upsell products. The mission for the contact center is to become a key differentiator to customers which will lead them to prefer our services over our competitors’. To achieve that mission, the standards of the contact service center are set at high level and KPIs are tracked to ensure that the standards are met. Staffs are well trained for both technical and soft skills. 80% of the country’s export comes from RMG (ready made garments) sector and this call center is proud to be a part of the process of moving shipments related to RMG.


Andi Tri Sutrisno - Senior Officer (Bio)

Indonesia

Bank Indonesia as the central bank, aims to become an institution that actively contributes to the growth of the Indonesian economy and become the best digital central bank in the emerging markets.



Role of the Center:

Support Customers


Asad Qasmi - Customer Contact Center Manager (Bio)

Pakistan

RECENT AWARDS

Ranked #1 in the Region 2015

DHL Express division transport time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Express Pakistan started its inbound operations under the name ‘DHL International’ in 1979. Deutsche Post DHL took 100% ownership in 2008. Currently Serving across 22 cities across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500 and boasting the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

 

We will be sharing our best practices which include
 

  1. Company Overview
  2. Our FOCUS Strategy
  3. Our "Insanely Customer Centric" Culture
  4. Our employee motivation & engagement stretegy
  5. Our Results
  6. Our future direction


 

Role of the Center:

For DHL Express Pakistan, the Contact Center undertakes the following functions: Handle inbound tracking requests from cash/account customers who have shipped using DHL Handle inbound complaint/claim related calls from cash/account customers and forward them to the complaint/claims department for further action and resolution Handle inbound price inquiry/booking calls from cash/account customer and convert them into actual shipments Up-selling of value added product to enhance customer success and maximize product revenues


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