Global contract logistics provider DHL Supply Chain has embraced a suite of Avaya OneCloud solutions to accelerate its services and increase agent retention to a record high.
Based in Singapore, DHL Contact Centre Services provides logistics solutions across a range of industries, including service logistics, technology and public agencies. The Covid-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact centre services.
“As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain.
According to Gillet, retention in the contact centre industry has been a challenge for several years. “With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact centre, our retention rate has significantly increased to become the best-in-class in the industry,” he said.
Gillet highlighted that the security and scalability of the product allowed them to replicate this customer service environment in other markets, enabling contact centre agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities. “In the near future, we will be scaling our contact centre offering to Japan, Korea, Australia, Malaysia and the Philippines.”
“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Chief Revenue Officer, Avaya. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”
