DHL, the world's leading express and logistics company, recently received the 'Best Contact Centre Below 50 Seats' award at the Contact Centre Association of Malaysia (CCAM) Awards ceremony. CCAM has been established to develop and promote service standards in the customer service industry and provide a platform for members to achieve accreditation within the industry.

Accepting the award on behalf of DHL at the award ceremony held at the Crowne Plaza Kuala Lumpur was Cik Rodzita Zainal, National Customer Service Manager, DHL Malaysia.

"We are indeed honoured to receive this prestigious award. It is a clear reflection of our team's dedication to deliver excellent customer service. It is also wonderful to be acknowledged again by CCAM as it represents the second time we have won this award following our win in 2004. The team has done has done very well and I am proud to mention that this is due to our DHL Contact Centre culture, which promotes people, processes and technology," said Cik Rodzita.

Cik Rodzita noted that DHL prides itself on hiring the right people with the skills and personality that best serves its customers while maintaining proper systems as well as work procedures and continuous investment in technology. She also highlighted that such factors not only produce a healthy working environment, but they also allow DHL the ability to continually deliver efficient and accurate, as well as timely service to all its customers.

Sam Leong, Country Manager, DHL Express Malaysia, said, "We are delighted to receive these latest accolades. With more and more global companies choosing Malaysia as an ideal location for their regional call centres, this award speaks volumes of DHL's place among this growing group. We are proud to have such a great team in place and look forward to seeing them lead the way in setting the standard for outstanding customer service."

The DHL Contact Centre is part of the DHL Express Customer Service team that operates 24 hours a day, 365 days a year to support DHL Express Malaysia customers. Comprised of nearly 50 full-time staff, the well-trained Contact Centre team is centralised and locally managed, providing customers with updated information, quick trading services and assistance with special arrangements.

The DHL Contact Centre is equipped with state-of-the-art customer relationship management technology such as computer telephony integrated systems or Bluesky, which enhances customer service. The Contact Centre is also the winner of previous awards such as the Asia Pacific Merit Achievement and CS Excellence Award.

Other DHL recipients of 2006 CCAM honours are:

Best Contact Centre Team Leader (Under 50 seats)
Gerard Patrick Pinto: Gold
Evelyn Sunitha Koshy: Silver

Best Contact Centre Manager (Under 50 seats)
Sukhdev Kaur: Gold

Best In-house Contact Centre (Under 50 seats)
DHL Express (M) Sdn Bhd: Gold

Best Contact Centre Professional In-house (Under 50 seats)
Linda Ong Chiew Yin Finalist

Best Contact Centre Team Leader (Under 50 seats)
Dennis Michal Finalist