DHL Group Australia operates in the international express logistics sector, providing time-critical delivery services across borders. The national Contact Centre in Brisbane is a key unit supporting DHL Express’s national footprint and global network.

DHL Express Australia’s Contact Centre plays a pivotal role in delivering the organisation’s global mission to “Connect People and Improve Lives.” Operating 365 days a year with a team of 170 customer service professionals, the centre provides multi-channel support across phone, email, live chat, self-service, and mobile app platforms. It serves as a critical interface between DHL and its customers, ensuring every interaction reflects the brand’s promise of “Excellence. Simply Delivered.”

In response to evolving customer expectations and operational challenges, the Customer Service Excellence (CSX) Program was developed to enhance service delivery, employee engagement, and overall performance. The initiative is strategically aligned with DHL’s FOCUS pillars: Motivated People, Great Service Quality, Loyal Customers, and a Profitable Network. It was shaped through a collaborative and data-driven approach, incorporating insights from customer feedback mechanisms such as the VOICE and STTT programs, advisor performance dialogues, and cross-functional workshops.

The CSX Program introduced targeted initiatives to address key service gaps and empower frontline staff. These included SnackBox talks, Skill Verification Testing, and the Culture Club, all designed to foster a supportive and high-performing environment. The program also strengthened internal communication and coaching practices, ensuring agents were equipped to deliver timely, effective, and personalised support.

The outcomes of the initiative have been significant, with Net Promoter Score (NPS) rising from 82% to 84%, and complaints reduced by 75%. Internally, the program contributed to a 5% reduction in turnover and improved employee morale, as evidenced by positive results in the Employee Opinion Survey and Great Place to Work rankings. Operational efficiencies were also realised, with reduced handling times and increased productivity per agent.

Beyond measurable results, the CSX Program has reinforced DHL Express’s position as an employer, provider, and investment of choice. It has demonstrated how a contact centre can drive strategic value, foster customer loyalty, and support sustainable business practices. By embedding continuous improvement and employee empowerment into its core, the initiative ensures DHL remains a leader in customer service excellence within the logistics industry.

For more information about DHL, visit dhl.com/au.