How DHL Measures Its Customer Service Performance

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Source: Alexander Communications Group

Date: January 2008

Type: White Paper

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Overview: This paper focuses about the topic ?How DHL Measures Its Customer Service Performance?. The basic metric that DHL uses to gauge agent performance is calls per hour. DHL has all of the other metrics associated with call center performance - average handling time, for instance. Strategically, DHL has decided that its productivity gains will come not by driving reps to handling more customers in less time, but by allowing customers to choose alternative channels

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