DHL launches modern customer service centre in Poland

DHL EXPRESS (Poland) is building the country’s largest customer service center in Lódz, which will provide domestic parcel service. The value of the investment amounts to around EUR 5 million. The contact centre, with 150 employees, is an innovative solution providing complex customer services ranging from taking orders to allocating certain courier routes.

The DHL contact centre is a part of a new model of customer services recently acquired by the company, using innovative technological solutions. It is based on centralizing, integrating and automating the process of receiving orders, including within existing communication channels between the company and customers. Lódz contact centre will be the preferred and dominant contact channel, with more than 80 pct of the total orders submitted and realizing complex customer services in Poland.

‘The new contact centre lets us improve the process of servicing our customers, right up to efficiently centralizing and fully managing processes. Simplifying customer services at the Lódz customer service centre is unique amongst logistics companies in Poland,’ said Tomasz Buras, president of DHL Express (Poland)’s management board.