Case Study: DHL achieves a customer-centric contact center transformation with NICE Systems

DHL - Customer Case Study

DHL Express Russia, part of the global DHL network, handles thousands of service, booking and tracking calls daily but lacked visibility into advisor performance: only one in eight calls was recorded, there was no screen capture, quality scoring was inconsistent, and many evaluation and reporting processes were manual—making accurate coaching and root-cause problem solving difficult.

By implementing NICE Interaction Management, Quality Management and Voice of the Customer as part of its ICCC (Insanely Customer Centric Culture) initiative, DHL achieved 100% call recording plus screen capture, aligned internal scoring with customer feedback, and automated quality workflows. Coaches now spend 60% less time scoring and are 20% more productive; business results include a 50% reduction in customer dispute payouts, a 24% drop in average handle time, average speed of answer near zero, and a 56% reduction in agent turnover.

DHL

Elena Nagaitseva

Customer Enquiry Manager