DHL EXPRESS KOREA WINS ‘KSQI BEST CALL CENTER’ FOR THE 13TH CONSECUTIVE YEAR

• DHL Express Korea once again selected as the national best call center with overall score above 90
• Receives the highest rating in call availability that evaluates call connectivity and response time

DHL Express, the world's leading international express services provider, has been named as the ‘Best Call Center’ in the Korea Service Quality Index (KSQI), organized by the Korea Management Association Consulting (KMAC). This marks the 13^th consecutive year which DHL Express has won this accolade, showcasing its excellent customer service in the international express industry.

Conducted by a series of 100 mystery calls throughout the past year, the KSQI assesses the service quality level of the call centers in the five phased criteria of ‘Call Availability’, ‘Greeting’, ‘Service Attitude’, ‘Task Handling’, and ‘Closing Attitude’. DHL Express Korea achieved the overall KSQI score of above 90 points, which makes the only company qualifying for the ‘Best Call Center’ in the international express category.

Especially, DHL Express Korea received the highest rating in ‘Call Availability’ evaluating the extent to which customers wait until their calls are put through to an advisor. Furthermore, it was also given recognition in ‘Task Handling’ and ‘Closing Attitude’ criteria, well demonstrating its efforts for professionalism and high standard of service provision.

In fact, the company closely monitors the advisors’ strengths and improvement points through random calls and external mystery shoppers and practices regular coaching sessions every month in order to maintain excellent and consistent service quality of its advisors. Various internal events and promotions are also carried out to promote a sense of teamwork and strengthen self-motivation. Moreover, it enhanced user experience by adopting ‘Digital Assistant’, a bot that can handle simple customer queries for those who prefer to contact in a digital way.

ByungKoo Han, Country Manager of DHL Express Korea, said, “Given the call center is the first touchpoint of customers for which they determine the first impression of the company, winning of the best call center title exemplifies our commitment to provide the highest level of service to our customers. Providing the best possible customer experience remains our top priority, and we will continue to strive to fulfill it.”

Korea Service Quality Index (KSQI) is one of the nation's renowned service quality indexes that analyses the customers experiences and the corresponding service quality level of the call centers.  This year's survey evaluated the call centers of 276 companies in 48 industries, and only those that score above 90 on KSQI index are nominated as the ‘Best Call Center’.