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: TGROW Coaching program for CS Panama
- 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, 2022, 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 200 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, and Right First Time. We are driven by our Insanely Customer Centric Culture.
Our Front-Line comprises 5 specialists who handle an average of 150 calls per day. Meanwhile, the Back-line team has 5 tracing and claims specialists who process an average of 90 requests daily.
In 2022, 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.
Building on this success, in 2023, we transitioned to the TGROW methodology (Topic, Goal, Reality, Options, Will) to further enhance our coaching approach. This shift has allowed us to focus more on individual development and goal-setting, ensuring that each team member is fully aligned with our strategic objectives and personal growth plans.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Aligned with our strategy, "Delivering Excellence in a Digital World," we have improved our digital assistance tools to reduce the contact rate from 13.0% in July 2022 to 6.6% in June 2024, effectively reducing calls by an average of 132 per day over the past two years. Additionally, we reduced requests from 5.7% to 3.9%, decreasing them by an average of 32 per day.
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 before any need to contact us.
Maintaining team motivation was critical during this period. We worked closely with our agents through monthly one-on-one coaching sessions, transitioning from AID to the TGROW methodology. This approach allowed us to delve deeper into each agent's specific challenges and aspirations, set clear and achievable goals, assess their current reality, explore various options, and commit to a plan of action. Additionally, we held monthly meetings to review performance as a team, focusing on developing common goals that aligned with each employee's personal purpose and individual development plans.
Our efforts paid off: two promotions were granted without any dismissals throughout the process. Above all else, we upheld our values of Respect & Results by achieving our goals and KPIs while taking care of employees' needs.
According to the Employee Opinion Survey conducted in 2023, CS Team maintained perfect scores in both employee engagement and active leadership categories, scoring 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 46 words used.
Country review CS Panama: This is the Customer Service yearly review in PDF format, showcasing our numbers that support our nomination. It highlights how we have evolved from 2022 to 2024 with great results and quality improvements, transitioning from the AID to the TGROW coaching methodology.
- 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 250 words used.
Thanks to the effort, commitment, and dedication 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 outstanding performance by reducing costs by 16%, FTEs by 13.3%, call volume by 46%, BL files by 34.9%, and chats by 39.1%, while only experiencing an increase in emails (28.1%) when comparing 2024 to 2022. This led to a -9.2% decrease in Operational Efficiency productivity.
The transition to the TGROW methodology has been particularly significant to achieve our goals. Unlike the AID methodology, which was more action-oriented, TGROW has allowed us to focus on long-term development and personal goal-setting. This has not only improved individual performance but also fostered a more cohesive and motivated team. The methodology's structure helps agents identify their goals, understand their current situation, explore various options, and commit to actionable plans, making it a more holistic approach to coaching.
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 "Above & Beyond!", to represent our resilience and Can-Do spirit in every situation. 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.
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