“It's
all about selling on the phone. So we do all the inbound and outbound [calls]
where we are selling... DHL services”
DHL Jamaica General Manager
and Caribbean Commercial Director Donovan James commenting on Tuesday January
13th 2015 on DHL's JA$30 million Call Center
More
interesting News in the Call Center World, albeit on a very small and private
scale.
Deutsche
Post aka DHL, the Courier Service
company based in Germany, has expanded their Jamaican Operations with a JA$30
million investment in a Call Center to handle their rapidly expanding business
as reported in the article “DHL
opens $30-m call centre in Jamaica”, published Wednesday, January 14, 2015
By STEVEN JACKSON Business
reporter, The Jamaica Observer.
The
company, which started back in 1988, now has 93 employees, up from the 73
employees they had, as the new Call Center means they've employed some 30 new
Call Center Agents. DHL Jamaica is
the company’s biggest Caribbean operation, besting the other thirty (30) territories
where DHL does business.
DHL’s Call Center –
Jamaica as the Call Center’s Location as Business Expands
Business
must really be booming, as they've also increased their rates by some 4.9%
effective January 2015 as part of its annual adjustment across the globe.
Clearly,
they have loyal customers who don't mind paying extra for what may seem to be a
great Courier and Package Delivery company, for whom they're trying to increase
their phone base sales efforts, to quote DHL
Jamaica General Manager and Caribbean
Commercial Director Donovan James: “What we had before was people in different
countries around the Caribbean. It didn't lend itself to a real focus to sales,
increasing revenue, productivity, and so forth”.
Interestingly,
they could have gone elsewhere but they chose Jamaica, apparently because we
provide low-cost, highly motivated labour desperate for work, a sentiment
derived from the words of DHL Call
Center Project Manager, Valerie Blandin, quote: “We had the option to set up in
another country, but we chose Jamaica because of the skills of people, the good
education, the potential of the country... and the work ethic”.
This
is basically an Outbound Call Center, with a focus mainly on sales and following
leads from a lead list, mainly their current customers and new business and converting
them to sales as noted in the article “DHL
Centralizes Regional Sales Operation In Jamaica”, Published Friday January
16, 2015, by Neville Graham, the Jamaica Gleaner.
The
Call Center will also undoubtedly handle the tracking of inbound and outbound
deliveries, both in Jamaica and the wider Caribbean.
DHL's
JA$30 million Call Center - Jamaicans still chosen over other regions as DHL
Expands
The
Call Center appears to be justified base on double digit increases in Package and
Courier delivery business in Jamaica and the Caribbean as per the words of DHL Express Managing Director Reiner
Wolfs, quote: “2014 was a challenging year, but we had double-digit growth. In
some markets we grew 20 per cent. So we certainly expect an incremental growth
from the telecentre. Again, we expect double-digit growth over and above what
we had last year for the teleservice channels as a direct result of this centralization”.
Indeed,
as based on the following Stats, expansion was on the Cards:
1. 20%
of Caribbean Revenue comes from DHL
Jamaica
2. 26%
of volume of shipment for the Caribbean comes from DHL Jamaica
3. 34%
of weight in kilograms shipped to International destinations comes from DHL Jamaica
Regionally,
the Caribbean is equally profitable for DHL,
which explains their presence in the Caribbean:
1. 49%
of the packaging business in the Caribbean and Jamaica is DHL
2. 66%
of outbound packages are documents
3. 96%
of inbound packages are non-documents
This
suggests that Jamaica is slowly becoming a E-Business sellers market, selling
items abroad, most likely via EBay Accounts as described in my blog article entitled
“How
to make money as an EBay Seller online - Everything in Jamaica from Rare Coins
to Unique Craft Items”. In fact, it might
be via DHL that many Jamaican
stores in the US of A and Canada get their genuine Jamaican Supplies!
It
also indicates that more persons are opting to receive their important
documents via Courier Services instead of via Registered mail from the Jamaican
Postal Service.
Also,
at 49% of the Caribbean and Jamaican Packaging business, this puts them in
direct competitor with Mailpac, currently the largest Courier and Package
Delivery company in Jamaica as per my research in my blog article
entitled “Mailpac's
Dealbug takes the guesswork out of Online Shopping - Same Day Drone
door-to-Door Courier services to Jamaicans as Mailpac learns How to Train your
Dragon 2”.
So
will this new Call Center herald DHL's
introduced on of Drones Delivery in Jamaica, especially a they're been testing
the idea in Germany back in September 2014 as noted in my blog article
entitled “DHL
Parcelcopters make deliveries to Juist off Germany’s coast – Why Progress of
Drones in West slower than in the East for same-day delivery”?
Jamaica
would be the perfect place to do this, especially as their competition,
Mailpac, might have plans to deploy Drones to do 30 minute Deliveries anywhere
in the island. Stay tuned as this story develops.
Here's
the link:
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