New opening hours from 08:00 to 17:30 from 1 July 2022. Find out how employee satisfaction and customer satisfaction go hand-in-hand here. 😊

What do we mean?

Our analyses show that many customers and recipients try to contact us before 08:15, our previous opening time. We took this opportunity and asked our call agents how they would like to work.

Our internal survey made it very clear that many of our employees wanted to start earlier, and that there are also others who would prefer a later start and were willing to work a little longer into the evening instead. As a result, call agents can now choose their preferred shift from four different options, each with either a 30-minute or a 60-minute lunch break.

‘The response to this adjustment was huge and we have received excellent feedback from our colleagues’, says Rosa Parla, Head of Customer Services at DPD.

As for the employees:

‘It is wonderful to have more flexible working hours! It is a great idea and customers will appreciate that we will be available for longer. Additionally, my more flexible working hours will allow me to join a club so I can train and exercise on a regular basis, even during the week.’ Elia Omodei, Written Team

‘I am an early bird anyway, so I think the new opening hours are great because I can tie that habit in with my morning motivation. I am also a fan of keeping my lunch break short, and the new shift model leaves me more time in the afternoons for my sporting activities such as mountain biking, or using the time more creatively. I like that very much!’ Hannes Domröse, Written Team

‘The new working hour models are a big win in my opinion, because they are family friendly, flexible and give you enough leeway to balance your professional and private responsibilities!’ Amrou Sehli, Voice Team

How does it work?

The rota for the coming month will be prepared in the middle of each month. The managers in customer services will try to accommodate as many shift preferences as possible and will make use of the capacities of CXB in Palma. 

We are happy to have found a needs-oriented solution for employees and customers alike.