Bangkok--13 Nov--Hill & Knowlton DHL, the world’s leading express and logistics company, has won nine top awards in the corporate and individual categories at the inaugural 2007 National Call Center Awards, organized in Thailand by the Call Center Industry Association (CCIA). The awards were given after applications initial screening, site visit scoring and final shortlists of multi-industries entries. DHL was the only short-listed organization from the express and logistics industry. The entries were evaluated on 27 measures in eight key areas: Customer Value, Customer Insights, Strategy, People, Process, Technology, Touch-point and Experience. Judging criteria were presentation, questions and answers, review of reporting pack and call center visit. The Panel Judge Pool was formed by over 10 highly-regarded industry professionals representing different industries and expertise. The corporate and individual awards received by DHL at the ceremony included: Best In-House Call Center under 50 seats Winner: Hub Contact Center, DHL Express International (Thailand) Limited Best Call Center Agent under 50 seats Winner: Mr Tantirak Punyanuphab, Key Account Support Executive 1st runner up: Mr Kanok Khwanruen, Key Account Support Executive 2nd runner up: Ms Wilaiporn Ronnarong, Key Account Support Executive Best Call Center Team leader under 50 seats Winner: Ms Pimprapa Lertchirakarn, Customer Contact Center Supervisor 1st runner up: Ms Yupa Saetung, Hub Customer Contact Center Supervisor 2nd runner up: Ms Supannee Phongjit, Customer Contact Center Supervisor Best Call Center Manager under 50 seats 1st runner-up: Ms Nualchan Kloieam, Customer Contact Center Manager Paul Greenberg Essay Awards Best Essay for Team Leader: Ms Supannee Phongjit, Customer Contact Center Supervisor Mr Herbert Vongpusanachai, Managing Director, DHL Express Indochina, said “We are extremely delighted to win these prestigious national call center awards. The success today has been reinforced by our truly living and breathing our brand and values, and showcases how our teamwork and dedication can deliver meaningful outcomes for the customers we serve. DHL’s Customer Service Center has rapidly evolved to become one of the most innovative customer service solutions in Thailand and around the region, underpinned by a culture that places the customer at the heart of everything we do.” DHL’s Customer Service Center has a total of 85 professional customer service agents. In April 2006, DHL enhanced its customer service offerings through a computerized Call Identification System (CIS) which automatically recognizes customers’ telephone numbers and routes customer information directly to the screen viewed by the attending Customer Service Agent. The latest technological deployment demonstrates DHL’s ongoing commitment to delivering an exceptional customer experience in Thailand. The Call Center Industry Association (CCIA) is a non-profit organization run by industry professionals. It aims to promote and recognize Call Centers and their employees in Thailand, as well as to raise the standards of professionalism in the industry, including a professional standards framework accredited by the Call Center Council. Similar events have been arranged by Call Center Association in other countries such as Malaysia, Singapore, Hong Kong, Australia, Indonesia, Japan and Taiwan. Seen in the picture: Ms Orawan Chavanarorkrat (right), National Customer Service Manager receiving the Best In-House Call Center under 50 seats Award from Ms Deirdre Hutchinson, Awards Chairperson, Call Center Industry Association (CCIA) and Managing Director of Talk Time Asia Company Limited. Press contacts: DHL Express International (Thailand) Ltd. Ms. Piyalak P. or Ms. Passarin L. Tel: 0-2345-5602 or 5608 Fax: 0-2285-5732 Email: [email protected] [email protected] Hill & Knowlton ThailandMs. Dutduan J. or Ms. Visa C.Tel: 0-2627-3501 ext 114 or 107Fax: 0-2627-3510Email: [email protected] [email protected]