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Client Requirement

DHL is the global market leader in the logistics industry and is part of Deutsche Post. DHL offers worldwide international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

DHL has approximately 275,000 staff globally operating in an excess of 220 countries and territories.  DHL required to deliver superior local customer service in all of their regions to meet supply chain requirements. This needed to be seamless and consistent across the board therefore monitoring customer service through employee performance management was required.

Solution

DHL uses Scorebuddy to measure competencies and skills of agents to ascertain whether the appropriate skills are present for the types of calls agents are taking.  Scorebuddy is also used monitor trace requests and audit back office and customer service interactions.  DHL use Scorebuddy for inbound, outbound and email quality scoring.  It is also used for tracking communication with shippers.  Scorebuddy's call centre software is core to DHL's quality assurance system.