DHL moving contact center operations to the cloud

Read on to find out how DHL made their contact center A LOT more efficient and productive.

In the logistics industry, having top-notch customer service over the phone is not just an added value, but a necessity. VCC Live was thrilled to work with one of the most respected logistics brands, helping them to become more scalable and data-driven. This change helped DHL overcome many problems related to their incumbent, on-premise solution.

A system in need of modernization

Before partnering with VCC Live, DHL was using an on-premise system that:

• Lacked real-time statistics
• Frequently provided inaccurate reports that took three days to generate
• Couldn’t enable agents to work from home, and;
• Didn’t provide scalability and good value

Overcoming these issues would make DHL’s contact center more efficient on many fronts, such as reacting to challenges in real-time, monitoring agent performance, as well as helping the company’s HR department to better address the growing work-from-home trend.

Moving to the cloud

The introduction of VCC Live’s cloud-based solution gave DHL’s employees contact center software access anytime and from anywhere. The long-awaited, home-based workforce model finally became a reality, as both costs and time spent on software maintenance were significantly cut. 

DHL can now increase its agent base without major software investment thanks to the scalability of the VCC system, allowing its contact center to be upscaled or downscaled depending on peak or idle times. DHL can also use advanced reporting tools to get a better understanding of agent performance, for example, by analyzing user statuses or viewing call statistics in real time.

Results

VCC Live helped DHL significantly increase agent productivity and effectiveness with the move to cloud, helping the company overcome many problems related to efficiency, monitoring, reporting and HR administration.