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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.


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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.
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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 - Training Sweetener

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

Published: Thursday, August 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 

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