Sabio, the specialist contact centre and unified communications systems integrator, has featured in this week’s Connected Business Supplement in a story, written by Jane Bird, about the success of DHL’s global customer centre upgrade programme.
DHL’s Commercial Systems Director, David Richards told the Financial Times how Sabio is helping DHL to invest in its customer service centres within 20 countries by the end of next year.
Working with DHL, Sabio has used its innovative Technical Operating Model approach to design and deploy a common global technical architecture for DHL based on a resilient Avaya Aura® communications platform and Workforce Optimisation solution.
In the FT article, David Richards went on to outline how Sabio is advising DHL on how to enhance customer loyalty through the combination of technology and processes to better handle customer interactions worldwide. He gives the example of how existing customers are now being routed – where possible – to the agent who handled their previous call, helping to create a more personal service and enhancing customer loyalty.
Sabio’s Adam Faulkner explained that the Workforce Management element of the project helps DHL predict call demand from historical information, so that if a busy period is expected, DHL staff from other areas can be quickly scheduled to help out. This should reduce queues and help DHL maintain its target answering time of less than three rings. Sabio believes that the approach enhances customer service and, in turn, DHL’s agents as the customer is understandably in a better frame of mind if they haven’t been kept waiting on hold.
The article also discussed how Sabio consultants are working with DHL on its contact centre strategy to better route customer calls to improve first time call resolution and reduce internal transfers. Calls will be routed to agents who speak the local language according to the call’s origination.
Self Service, Email & Social Media
DHL’s David Richards also highlighted the different customer interaction channels Sabio is working on – highlighting that if a customer prefers not to speak to a live agent they have a choice to be routed automatically to an IVR (Interactive Voice Response) solution – empowering the customer to deal with DHL in the way they want to. This approach also applies via the website as customers, in the future, could use a Web Chat channel.
David Richards said in the article “We want customers to feel we know and appreciate them because that is how we win their loyalty”.
Read the FT Connected Business article in full here.