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DHL Express BD - Front-Line Customer Service Team of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: DHL Express, Dhaka, Bangladesh
Company Division/Group: DHL Express Worldwide (BD) Pvt. Ltd.
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 BD Front Line Team

Tell the story about what this nominated team achieved since the beginning of July 2017 (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:

The aim of DHL Bangladesh Customer Service function is to provide best-in-class customer satisfaction delivering outstanding support to its customers and stand out from the competitors. Since, the Front Line team is part of the Customer Service Function, the team embeds the same vision. DHL Express Bangladesh Front Line Team consists of 17 Agents and well trained for both technical and soft skills.

To achieve best-in-class service delivery, DHL Bangladesh Contact Centre team took special initiative throughout 2018 – a 360 degree service delivery approach that involved great service quality through motivating people, tracking performance and thus creating happy & loyal customers .

The 360 degree Service Delivery Approach was a unique initiative that was built on 4 Ps:

Planning & Leadership
People
Process
Performance Management

Initiatives Tasks
o Regular Coaching & Mentoring o Turning pre shipment query to Sales Lead
o Special campaign for enhancing Upsell o Taking orders for shipments sending to other countries
o Initiatives for driving positive culture o Upselling
oTeam Engagements: CS Week, CS Conference o Updating customers about shipment status, upon queries
o Service level Tracking Daily , Monthly o Registering & Solving claims or complains, if any
o Celebration o Regular case follow up with certain interval

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.

Realizing Success of Front Line: -

There are 2 approaches to measure the success. We measure KPI achievements on monthly basis, and also track the trend for continuous improvement.

 

Micro( Mix of Individual and group KPIs)

Macro(4 focus pillars of the company)

Service Level, Abandoned Call Rate, Upsell %, Agent Utilization, Coaching Time %, Call Quality Score, Mystery Shopping Score, Sales Lead per Agent etc.

    • Motivated People
    • Great Service Quality
    • Customer Loyalty
    • Profitable Network.

 

The Outcomes: -

Best Day Every Day:
Everyday Report sharing and follow up for KPI.
Workload is calculated on daily and hourly basis.
90/10 Grade of Service at contact center has not been missed for a single day in last 6 years.

Customer Loyalty:
NPS improved from 54% (Jul-Aug 2017) to 69% (Sep 2018) and
PCIS ‘Highly Satisfied’ score 96% (Q2’17) to 97% (Q3’18).
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 2017-18.
Best performers are also encouraged to share their best practices with others in monthly meetings.

The key achievements YTD September 2018 are-
-3 successful projects under ICCC (Insanely Customer Centric Culture) umbrella.
-Improvement of 15% in NPS within last 13 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 99%, Employee Engagement 97%, Active Leadership 95%, Strategy 97%, Communication 98%, Teamwork 98%, Learning & Development 96%, Job Fulfillment 97%.
-11 International Awards from Stevies, CX Asia Summit and ContactCenterWorld.com in last 9 months.
-57% YOY growth for Upsell till September 2018.
-Only 3% people turnover in 2018.