Company: DHL Express Worldwide (BD) Pvt. Ltd., Dhaka, Bangladesh
Company Description: DHL Express BD is the 1st and leading Air Express company in Bangladesh. DHL started its operation in BD in 1979. Since then, it has made remarkable contribution in facilitating export-import business of Bangladesh. DHL Express BD has won a number of local & international awards in recent years for their superior customer service & contribution in the trade of Bangladesh.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries
 Nomination Title: DHL Bangladesh Contact Center Team
- 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.
- 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 110 words used.
The key achievements of 2020-21 are:
- 9 successful projects completed under ICCC (Insanely Customer Centric Culture) umbrella.
- 90%+ scores in Call & Trace Quality, Mystery Shopping, On-time trace-claim-complain resolution and other KPIs.
- 99%+ scores in Employee Opinion Survey KPIs. (Employee Engagement 99%, Leadership 99%, Team 99%, Employer of Choice 99%, Provider of Choice 100%, Investment of Choice 100%, Future & Strategy 100%, Digitalization 100%, Values 100%).
- 9 Sales and Customer service and International Awards from Stevies during 2021-22.
- Successfully ran contact center operations for 18 months (during pandemic) in Work From Home modality without missing the Service Level target in any month.
- 0% attrition from front line team in 2021
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 158 words used.
The aim of DHL BD Customer Service team is to delivering outstanding service to the customers which creates a difference from the other operators in the industry and this achieves the best-in-class customer satisfaction. Aligned with the same vision The 20 agents Front line team is always well trained with the latest technical and soft skill abilities which makes them at home to deliver world class service. A 360 degree service delivery approach was initiated by DHL BD contact center team throughout 2020-21 which ensured focus on service quality consisted with Motivating people, tracking performance & thus creating loyal customers.
How Contact Center contributes to the past performance of my Organization: -
- Grade of Service- Answering minimum 90% calls in 10 seconds.
- Abandon Call Rate- Keeping ACR below 1%.
- Trace Resolution- Resolving 70% traces in 3 days.
- Call Quality- Ensuring 90% score in call quality.
- Supervisory Coaching- Invest 50% of supervisor activities for coaching and development of resources.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 225 words used.
The 360-degree Service Delivery Approach was a unique initiative that was built on 4 Ps:
- Planning & Leadership
- People
- Process
- Performance Management
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Initiatives
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Tasks
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- Turning pre shipment query to Sales Lead
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- Taking orders for shipments sending to other countries
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- Initiatives for driving positive culture – “Building Trust”, “Excellence Happens Here”
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- Ensuring productivity by doing Work Force Management
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- Team Engagements: CS Week, CS virtual Fun Sessions
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- Updating customers about shipment status, upon queries
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- Service level Tracking Daily , Monthly
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- Registering & Solving claims or complains, if any
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- Regular case follow up with certain interval
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All the initiatives and tasks are linked to either revenue generation or customer loyalty and support the organization in terms of Brand Image & Net Revenue Growth. The strategy to attain excellence is named as KPH (to be Knowledgeable, Polite & Helpful). The key values for employees to pursue are Speed, Right 1st Time, Passion and Can Do.
The KPIs are met and continuously improved. 2021 performances are-
- 92% Service Level (Target 90%)
- 0.7% Abandon Call Ratio (Target <1%)
- 96% Traces Resolution (Target 70%)
- 100% On-Time Claims Resolution (Target 80%)
- 100% On-Time Complaints Resolution (Target 75%)
- 93% Call Quality (Target 90%)
- 96% Trace Quality (Target 90%)
- 99% Remote Booking Quality (Target 90%)
- 99% On-Time Customer Call Back (Target 90%)
- 99% On-Time Network Response (Target 75%)
- 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 218 words used.
Realizing achievement of Front Line:-
There are 2 approaches to measure the success.
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Micro ( Mix of Individual and group KPIs)
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Macro (4 focus pillars of the company)
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Service Level, Abandoned Call Rate, Agent Utilization, Coaching Time %, Call Quality Score, Mystery Shopping Score, Sales Lead per Agent etc.
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- Motivated People
- Great Service Quality
- Customer Loyalty
- Profitable Network.
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The Outcome: -
Employee Satisfaction:
- 99%+ scores in Employee Opinion Survey KPIs. (Employee Engagement 99%, Leadership 99%, Team 99%, Employer of Choice 99%, Provider of Choice 100%, Investment of Choice 100%, Future & Strategy 100%, Digitalization 100%, Values 100%).
- Performance Management:
- Ranked # 1 in three KPIs among DHL Asia Pacific (APEC) countries in 2021 (Claims Resolution and Complaints Resolution).
- 92% Grade of Service (Service Level) within 10 sec in 2021 which was also highest among all APEC countries of DHL Express.
- Top performers are recognized on a monthly basis. As a result, team members-maintained 90%+ scores in KPIs like IMSP, Call & Trace Quality etc. in 2019-20.
- Best performers are also encouraged to share their best practices with others in monthly meetings.
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