Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Executive Interview : Award winners - Interview With Desmond Henry Leo from DHL International (S) Pte Ltd

Desmond Henry Leo of DHL Singapore opens up about his experience in participating in the ContactCenterWorld.com Top Ranking Performers Awards in Singapore, part of the Asia-Pacific regional awards that were held recently.

Can you tell us about the company you work for, the center you work in and your role?

The company I work for is DHL Express Singapore. I work in the Customer Service Call Centre and my job title is Key Account Support Manager.


Which Top Ranking Performer Award did you enter and why did you choose it/them in the first place?
Best Mid Sized Contact Centre. It's what we do and the space we operate in - I believe we are doing a great job in meeting customer satisfaction and on a regular basis exceeding those expectations while being cost and productivity conscious.


How do you feel about being one of the top champions in the region?
Well it's always a great feeling to win but I feel consistency is key in a contact centre and more importantly it's because of a great team that I'm able to stand on their hard work and work ethic. We have a fantastic environment and that really is the key to our success - they're motivated people so the win is surely a testimony of their passion.

....NOTE - content continues below this message


DON'T MISS THIS!

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW


Can you tell us about the sense of pride you have now that you won a medal for your company and country?
It's intense honestly, while the week may be focused on sharing our best practices and learning from others; there is a sense of pride and responsibility in winning this. We can't slack just because we won some medals, it's about getting it right the first time every time; it's about delivering great quality service, being passionate about our people, products and customers, driving that customer loyalty. I mean it's the whole package - you can't rest on your laurels.


How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
We believe that we have the best team and as a company we also have our internal global audits and processes that certify a contact centre regionally as being fit to serve. So the organization also acknowledges that external recognition and certification further validates our commitment to excellence.


For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
"Do or Do Not, There is no Try" - Master Yoda

I think if an organization doesn't see value in external benchmarking and recognition they are pretty internally focused and inward looking which might be great in the short term but not going to get you to be world class in the long run.

Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
Imagine a room filled with like-minded, energetic, enthusiastic, positive, electrifying individuals who are obviously hard at work in "wow"-ing their customers and proud enough about their accomplishments to want to share that with others. It's fun, it's explosive, it's mind-opening, it's the place to be.



(interview first appeared 2015)


About DHL Express (S) Pte Ltd:
Company LogoDHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.
Company RSS Feed   Company Facebook   Company Profile Page

About DHL International (S) Pte Ltd:
Company LogoDHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Understand The Team

Read today's tip or listen to it on podcast.

Published: Thursday, August 8, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...
 2146 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =