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: Back-Office Customer Service Team of the Year - All Other Industries
 Nomination Title: Together we conquer challenges
- 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
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 197 words used.
- DHL Express Vietnam Customer Care Team consists of 22 people under four teams, and supported by 2 Supervisors and 1 Manager.
- Tracing, Claim and Complaint teams resolve customer concerns during service incidents: The Tracing team is responsible for providing full tracing service for customers and other DHL stations by investigating undelivered, returned, misrouted, delayed, lost, and damaged shipments. The claim and complaining team provide prompt and effective resolution to meet customers’ expectations. Moreover, two teams act proactively to prevent customer dissatisfaction: Key Account Desk acts proactively on shipment delays and potential service incidents to take immediate action. The Remote Booking Desk provides proactive prevention of pick-up issues.
- Customer Care staffs are excellent at connecting with the customer through email and telephony to manage challenging situations. They are knowledgeable, polite, and helpful, providing excellent service quality. Especially during Covid 19 Pandemic, the massive volume coming from more sensitive situations requires our staff’s exceptional skills for service recovery. Fortunately, Customer Care team has shown their strong competency to maintain consistent and high performance. YTD_Aug2022 all KPIs achieved beyond targets. In 2021 and 2022, won 2 gold awards from Stevie’s Award for Sales and Customer Service for their dedicated performance.
- 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 178 words used.
- 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 practicing in daily case handling are shared with the entire team that enhances the team 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 reinforce the quality-concentrated mindset
- Writing in challenging situations: Lift writing skills in challenging situations to effectively respond customer’s concern/ complaint
- 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.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Overcoming all the obstacles caused by the crisis, especially during lockdown and service suspension times. 100% staff working from home, bad internet connection arose, and huge volume coming in, the motivated Customer Care team has shown high commitment to carrying out our DNA of Passion, Right at the first time, Can Do, and Speed to resolve customer concerns promptly. The performance is far beyond the target and is the top performance within APEC countries by YTD Aug 2022.
- Trace resolution rate: 86% of requests are resolved within 3 days vs. target_70%
- Complaint resolution rate: 100% resolved within 5 days vs. target_75%
- 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%
- 100% Customer Complaints raised to the Top Management Team are responded to within 2 hours.
Besides achieving outstanding performance, the Customer Care team also focuses on enhancing quality by implementing Robotic Process Automation (RPA) and programs to boost knowledge and skills. The outcome is retaining high quality and reducing exceptions and escalations.
- YTD Aug 2022 Customer Care Quality Monitoring: 96% vs. target 90%
- Trace Exception: 5.7% outstanding requests resolved > 5 working days/avg. 3,256 requests per month
- Complaint Exception: 0% complaints resolved > 10 working days out of 305 complaints YTD Aug 2022
- 1st Escalation (percent of any escalations that may arise due to not responding timely or sufficiently to DHL network) YTD Aug 2022: 0.4% out of 27,033 network activities.
- 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 250 words used.
During the pandemic, Customer Care Team experienced spikes in total tasks at unprecedented levels. In Sep21, total of 11,122 requests, were higher by 30% vs. Aug21 and 48% vs. Sep20. The detailed contingency plan and smoothly transmitting operations to work from home help the team cope with high tasks and drive excellent performance.
Besides, many initiatives to enhance efficiency: Improve resolution handling time (Trace Exception handling); implement Robotic Process Automation (RPA) to reduce manual handling; Remote Booking Automation; set up Auto Customer Survey to automate sending customer survey via email or phone.
- Trace resolution rate: 86.4%_FY2021 vs. 86.3%_FY2020
- Complaint resolution rate: 100% vs. 93% of APEC
- Claim resolution rate: 100% vs. 96.5% of APEC
- Trace Exception: improved from 6.8%_2020 to 6.2%_2021 and achieved at 5.7% YTDAug2022.
- 1st Escalation: reduced year on year (1.2%_Y20 to 0.5%_Y21 to YTD Aug 2022 at 0.4%) while APEC is 1.5%
ICCC – Insanely customer-centric culture, putting our customers at the center of everything we do. We treasure customer feedback, take prompt action, and push all efforts regardless of the challenge to strive for better voice of customer results.
- Net Promoter Score (NPS) 2021 increased 2.3% vs 2020 (82.6% vs 80.3%). 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
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