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DHL Express Bangladesh Front Line Team

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: DHL Express 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 - All Other Industries

Nomination Title: DHL Express Bangladesh Front Line Team

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

DHL Express Bangladesh Customer Service Team consists of a Frontline team of 17 Agents. The mission for the Team is- “To become a key differentiator to customers which will lead them to prefer our services over our competitors”. To achieve that mission, the standards of the contact center are set at high level and KPIs are tracked to ensure that the standards are met. The Frontline Team is well trained for both technical and soft skills.

How the Frontline Team contributes to the success of Organization: -

The Frontline Team is the revenue enabler for DHL. The key activities performed by agents are-

  1. Handling pre-shipment queries and turning them into potential sales leads,
  2. Taking orders from customers to send their shipments to other countries,
  3. Advising customers right product/solution according to their need and Upselling whenever there is opportunity,
  4. Updating customers about their shipment status upon queries,
  5. Registering claims or complains, if any.

All the activities 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. We believe in the virtuous cycle of Motivated People, Great Service Quality, Customer Loyalty and Profitable Network.

Measuring the success of Frontline Team: -

There are 2 approaches to measure the success. In the Micro approach, the success of Frontline Team is measured by well-defined core contact center KPIs - Service Level, Abandoned Call ratio, Upsell %, Agent Utilization, Coaching Time %, Call Quality Score, Mystery Shopping Score, Sales Lead per Agent etc. The targets have a mix of team and individual KPIs. We measure KPI achievements on monthly basis, and also track the trend even when the targets are met.

In the Macro approach, we measure the success of the function according to 4 focus pillars of the company Motivated People, Great Service Quality, Customer Loyalty and Profitable Network.

The Results: -

Best Day Every Day: KPIs at team and individual level are shared everyday so that any deviation from the targets can be identified and rectified immediately. Workload is calculated on daily and hourly basis to maintain the service level all day long. 90/10 Grade of Service at contact center has not been missed for a single day in last 6 years. Excellence is maintained on daily basis.

Customer Satisfaction: We measure customer satisfaction through NPS and PCIS. NPS improved from 50% (Jul-Aug 2015) to 54% (Jul-Aug 2017) and PCIS ‘Highly Satisfied’ score 91% (Q2’15) to 96% (Q2’17). We continuously improved our processes based on customer’s feedback.

Employee Satisfaction: Scores in all 11 KPIs for EOS conducted by Kenexa are above 95%. Active Leadership, Employee Engagement, career development, customer satisfaction, internal communication, translating organizational strategies into individual’s contribution etc. have contributed to this outstanding satisfaction scores.

Performance Management: In addition to publishing daily performance status, we also use Mystery Shopping, monthly quiz, call & trace audits, monthly coaching, individual development plan and many other tools. Top performers are recognized. As a result, we maintained 90%+ score in KPIs like IMSP, Call Quality, Trace Quality etc. in 2016-17. Best performers are also encouraged to share their best practices with others.

Key achievements since July 2016

-7 successful projects under ICCC (Insanely Customer Centric Culture) umbrella.
-Improvement of 4% in NPS and 5% in PCIS in 24 months.
-90%+ scores in Call & Trace Quality, Mystery Shopping, On-time trace-claim-complain resolution and other KPIs.
-95%+ scores in all KPIs of Employees Survey. Customer Centricity 96%, Employee Engagement 95%, Active Leadership 96%, Strategy 98%, Communication 98%, Teamwork 98%, Learning & Development 98%, Job Fulfillment 97%.
-11 International Awards from Stevies and ContactCenterWorld.com in last 12 months.
-41% growth in 2016 for Upsell.
-Only 3% people turnover