DHL Supply Chain recognized for Covid-19 hotline management in Singapore

• Singapore Business Review conferred its International Business Award to DHL Supply Chain Singapore in recognition of its Covid-19 hotline project.
• The hotline was manned by dedicated and trained customer service officers in its Logistics Customer Service Centre (LCSC) and served as an essential communication channel for the public.

The Logistics Customer Service Centre (LCSC), managed by DHL Supply Chain, the global market leader in contract logistics solutions, was recently presented with the International Business Award by Singapore Business Review. This is in recognition of the Centre’s contribution to Singapore, for managing the essential Covid-19 hotline that served as a conduit for public agencies to respond to the public’s queries and concerns about the pandemic. The hotline remains in operation today given its success over the past year.

“DHL’s solid corporate culture imbued with a customer-centric mindset makes us a strong partner to promote citizen-centric interactions. Our LCSC employees take pride in the role they play to enhance public trust in the public service agencies and drive a better citizen experience especially through such delicate times,” said Jerome Gillet, Cluster CEO, DHL Supply Chain, Singapore, Malaysia and the Philippines. “We are honored to win this accolade and we look forward to lending our expertise to projects that will benefit the community here.”

The SBR National Business Awards is an initiative to honor local and homegrown companies in Singapore and to recognize outstanding projects that greatly contribute to Singapore’s fast-growing economy. Paul Howell, Managing Editor, Singapore Business Review said, “DHL's proven contact center expertise, secure infrastructure technology, and trusted IT solutions have been critical in maintaining this important helpline to support the community’s fight against the pandemic. It is also commendable that they are able to do so while keeping their employees safe and in full adherence to social distancing measures.”

DHL's Covid-19 hotline project saw the introduction of the self-help Interactive Voice Response System (IVRS), a call-handling automated technology that allows callers to interact effectively with a computer-operated phone system. This innovation enables DHL to efficiently manage high call volumes by directly routing callers to self-help options where appropriate, and directing the call to an available Customer Service Officer as soon as they are ready to attend to the caller’s needs.

With twenty-five percent of total calls handled by IVRS, about 95% of calls can be completed at the first call, allowing the Centre to cater to the needs of the community. The Centre also adopted speech-to-text technology to facilitate the interactions, thereby improving overall efficiency.

To manage the hotline, the Center employed about 150 new employees who were given access to soft skills and information management training to equip them for the job.

The Logistics Customer Service Center started operating in 2001 with only five full-time employees answering customers’ warehousing and transport-related enquiries. Since winning its first non-logistics related business contract from a public service agency in 2014, the team has now expanded to become an award-winning omni-channel contact center solutions provider with more than 400 employees in the region. Today, DHL manages the contact centers of seven public service agencies in Singapore while continuing to support its logistics customers.

As the world’s leading logistics company, DHL Supply Chain runs a regional business processing outsourcing center that supports clients in the Asia Pacific and Oceania countries around the clock, seven days a week.

Media Contact:
DHL Supply Chain
Odessa Alcober-Stewart
Email:[email protected]

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Watch the interview below to know more about their winning project: