Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - All Other Industries
 Nomination Title: Exceptional Customer Care Team shrines through the challenge
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 199 words used.
DHL Express Vietnam Customer Care Team consists of 22 people supported by 2 Supervisors and 1 Manager. The team resolves customer concerns during service incidents and is responsible for providing full tracing service for customers and other DHL stations.
The covid-19 pandemic put huge pressure on team to maintain our service level. The threat is from the increase in total trace volume yearly. 2021 monthly average trace request increased 14,3% vs. 2020 (approx: 4000 vs. 3500) and peaked at 5000 in Sep21. 2021 monthly average complaint is ~100 requests, increased by 85% vs. Q1.2021. At peak, complaint volume reached 202 cases/month. Besides, Customer Care team is the first protection layer backup of the Contact Center. During high peak, team handled ~8165 calls per month, increased 547,5% vs Q1.2021 monthly average (8165 vs. 1261). Our staff spent the day-time handling incoming calls and night-time resolving traces at the most intense time. Moreover, complexity cases required more resolving time and network congestion occurred often. Despite all that, with a quick reaction to focusing on People, Planning Resources, and Automation to improve productivity, we retained our service level. Proudly, we are one of the best players in APEC.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 162 words used.
React quickly to adapt to complex situations while keeping our people safe, engaged, and motivated. Engaged and motivated staff brought out consistent, and high performance thought out the uncertain periods from Jul20 – Aug22:
- Trace Resolution Rate: 86.4% trace resolved by 3 days vs target 70%_ average trace request/advisor (May21 – Sep21) increased by 28% vs. period Jul20- Aug 22 (261 traces/staff vs 204).
- Complaint Resolution Rate: maintain top performance in APEC with 100% complaints resolved within five days vs. target 75%. The average monthly complaint volume during May21-Sep21 increased 71% from Jul20 – Aug22 (106 vs. 62).
- While maintaining Quality at 95% vs. Target 90% and 1st Escalation (escalation from DHL network if no response received) reduced year on year (1.2%_Y20 to 0.5%_Y21 to YTD Aug 2022 at 0.4%) and is top 1 APEC.
- Claim resolution rate: 100% resolved within 10 days vs. target_80%
- On-Time Customer Call Back: 99% vs. target_90%
- On-Time Network response: 100% vs. target_90%
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 253 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
Retaining performance at high level through tough times requires considerable effort from whole team. To make that happen, we have:
- Focused on motivating our people:
- Rolled out five programs to boost knowledge and skills.
- Conducted 39 engaging activities to boost our team spirit and engagement.
- Provided and ensured working from-home equipment adapted to WFH conditions.
- Proactive in planning and resources to secure service level:
- Arrange resources and focus on critical and urgent cases. Mange customer expectation accordingly.
- Proactively searching and requesting backup resources from cross-function to handle overflow during a sensitive time.
- Applied automation and initiatives to enhance productivity: Deployed 3 RPAs and eight initiatives.
- Deployed Auto Customer Survey, enabling the ability to collect customer feedback on time. Conduct daily reviews and take action promptly.
With a massive effort from everyone, we turned the table from performance risk to preserve and even boosted to stand out among APEC countries.
- Complaint resolution rate: 100% vs. 91.5%_APEC
- Claim resolution rate: 100% vs. 96.5%_APEC
- Operational Efficiency: maintained in the TOP 5 within APEC from Jul2020 to Aug2022, avg. 51.5 vs. 38.6_APEC
- Reduced continuously the outstanding requests > 5 working days from 8%_2019 to 7%_2020 and remained 6% from 2021 to YTD2022 vs. target_10%
- Net Promoter Approach program: 77.5% customer rating satisfied for Service Recovery handled by CC in Aug22, increased by 74.4% vs. Jan22_44.4% and 15.3% vs. 2021_67.2%
- Q2.2022 ICCC tracker score of 79, which is 6 points ahead of our competition
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 194 words used.
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
- Through Net Promoter Approach Program, we contact customers who have had an interaction with CS touch points on the previous day. From this, we use their critical feedback to make improvements, adjust processes, and drive customer loyalty.
Our CS program to enhance knowledge, skills and quality:
- NTP Day Program & NTP Efficiency Race: enable staff deep dive into knowledge and reinforce compliance in following Global SOP Standard Network Trace Procedures for handling service recovery. All the tips and efficiency practiced in daily case handling are shared with the entire team which enhances the team's skill level.
- Peer-for-progress: Program: create a big opportunity for staff to demonstrate and improve their skills in many situations, supervised and supported by Supervisors and Managers.
- Quality Leagues Campaign: This recognition program will trigger the pride of being a Backline CSA and as a result, they provide the best quality of support services.
- “BOOST QUALITY via CROSS-VALIDATION” activity: This elevates case handling experience and reinforces the quality-concentrated mindset
- Writing in challenging situations: Lift writing skills in challenging situations to effectively respond to customer’s concern/ complaint
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