Company: DHL Express Panamá
Company Description: Since 1969, DHL Express has been revolutionizing and simplifying the World of logistics. From inventing the international air express industry to becoming the world’s leading logistics company, DHL has reached more than 220 countries around the world. Decades of experience, innovative technology, and a team of 360,000 passionate experts allow us to provide the perfect solution for our customers.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Customer Service Training or Coaching Program of the Year - Other Service Industries
 Nomination Title: AID Coaching program for CS Panamá
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, 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 organization: its history and past performance (up to 200 words):
Total 192 words used.
At Customer Service, we strive to showcase DHL as the preferred partner and uphold our company values of Speed, Passion, Can-Do Attitude & Right First Time. We are driven by our Insanely Customer Centric Culture.
Our Front-Line team comprises 5 specialists who handle an average of 160 calls per day. Meanwhile, the Back-line team has 6 tracing and claims & complaint specialists who process an average of 120 requests daily.
In 2021, we faced the challenge of reducing customer contacts by migrating them to our digital channels without compromising service quality or demotivating our teams. To achieve this goal, we had to reduce FTEs in order to adapt our staff to lower contact requirements. This caused stress among agents; however, through a robust coaching program based on the AID methodology (Action, Impact, Do), we were able not only to alleviate their concerns but also improve employee engagement during this challenging period.
As a result of these efforts, we were recognized as CS Team of the Year in 2021 and one employee was named Employee of the Year for Panama - two significant achievements that underscored our commitment to excellence at all times.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Aligned with our 2025 strategy, "Delivering Excellence in a Digital World", we have improved our digital assistance tools to reduce the contact rate from 13.6% in July 2021 to 7.3% in June 2023 - effectively reducing calls by an average of 140 per day over the past two years.
To achieve this goal, we launched marketing campaigns and implemented changes to our IVR system. We also developed proactive notifications to keep customers informed about their shipments and educated them on how to track their shipments automatically and resolve any issues they may encounter.
Despite having to reduce staff due to lower contact volumes, maintaining team motivation was critical during this period. We worked closely with our agents through monthly one-on-one coaching sessions using the AID methodology - discussing actions taken, their impact on everyone involved, and committing ourselves to continuous improvement every day. Additionally, we held monthly meetings where we reviewed performance together as a team, focusing on developing common goals that aligned with each employee's personal purpose and individual development plans.
Our efforts paid off: five promotions were granted while only one dismissal occurred throughout the process. Above all else though, we upheld our values of Respect & Results by achieving our goals and KPIs while taking care of employees' needs.
In fact, according to the Employee Opinion Survey conducted in 2022 for DHL Group Panama CS Team achieved record-breaking results across both employee engagement and active leadership categories – scoring an unprecedented perfect score of 100%.
- 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 73 words used.
01_PA CS Performance 2021-2023: Customer Service yearly review in Pdf, where we can see our numbers that support our nomination and how we evolved from 2021 to 2023 with great results and quality.
02_Congratulations to the winners of DHL Express’ Global Customer Service Awards 2021: Country of the year award for 2021.
03_EMPLEADOS DEL AÑO 2021: CS Agent Dayrin Gonzalez was selected as one of our 2021 Employee of the year for Panama.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 195 words used.
Thanks to the effort, commitment, and dedication of our team working "AS ONE", our Customer Service Center has become an example of excellence that spreads enthusiasm and shines brightly on its own. Our results speak for themselves: we achieved great performance by reducing costs by 9.9%, FTEs by 18%, call volume by 39.9%, and only experiencing a slight increase in BL files (3.1%) compared to last year, leading to a +1.2% Operational Efficiency productivity increase.
In addition to tackling this tough stage with professionalism, we also made time for fun throughout the year with various team activities. In October, we celebrated an unforgettable Customer Service Week under the motto "Celebrate service". During this special occasion, all members of the department enjoyed themselves at a remarkable party full of games and gifts which encouraged motivation and teamwork while raising awareness about companionship consciousness, integrity, commitment, respect - ultimately increasing customer satisfaction.
Having reviewed our year together as one team in unity; it is clear that Customer Service Panama has demonstrated high levels of competency and professionalism sustainably over time through rough times while always respecting our DNA: “Connecting People Improving their Lives”.
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