DHL Express Ecuador - Contact Center of the Year
Company: DHL Express Ecuador, Quito
Company Description: Ecuador DHL Express is a courier company with global services in more than 220 countries. In Ecuador began operations over 30 years ago. Jose Chavarria is the General Manager of the Company, with 246 employees across the country. Among the policies that drive the company, a major service recovery is as fundamental doctrine of all its employees. This is the first time that Ecuador's Custo
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - All Other Industries
Nomination Title: DHL Express Ecuador Contact Center Great Quality Service
DHL Express as a part of the logistics industry at a global scale is a leading air transport company with more than 50 years of experience in which it has developed a network that covers more than 220 countries and territories around the world. The fast transit times and quality of its service are a fundamental part of its value promise: “Excellence, simply delivered”.
In this context, DHL Express Ecuador stands out for several reasons at an international level. One of them is the high-quality service that the Contact Center provides to the customers. In consequence, its excellence has been recognized in different instances such as in the Stevie Awards during the last seven editions with gold, silver and bronze awards. In addition, at departmental level, it has been awarded with the Customer Service of the Year for Central and South America (CSA) of DHL Express in 2013, 2015, and 2017.
Currently, the DHL Express Ecuador Contact Center Team has three service channels: phone calls, live chat, and email. In this application, we will highlight the achievements obtained in their respective Quality and Performance indicators focused in Digitalization that lead us to be the Best team every day.
DHL Express Ecuador Contact Center Team has managed to exceed the objectives set for the year 2021 and even stand out at the regional level among its peers. This eligibility period has been characterized by a focus on digitization to continue improving the service quality for our customers in our three contact channels. This has allowed us to provide the opportunity to our customers to self-serve and the option to choose live chat as their preferred method of contact. Below, are the Year to Date 2021 (YTD2021) results of our performance indicators by contact channel.
First, an average of 9,100 phone calls have been received per month YTD2021 with the following results:
Grade of Service Target: 90% Result: 94%
Abandoned Call Rate: Target: <1% Result: 0.2%
Up-Selling: Target: 144,6% Result:168,1%
Contact Center Quality: Target: 90% Result: 95%
Sales Lead: Target: 31,6 Result: 42,0
Second, an average of 973 live chats per month has been received in the current year, which is a tripled volume in interactions vs. LY. Despite this significant increase, Ecuador has an average interaction time of 7 minutes in which each contact the customer receive a high quality of service.
Third, an average of 359 emails have been receive per month YTD2021. Each answered with the following results in our excellence performance indicators:
Email response within 24 hours(H): Target: 100% Result: 100%
First Response: 3.5H Between Response: 4,25H Resolution: 7,4H
Finally, we will highlight other measurable achievements during the eligibility period including awards.
The achievements highlighted have a significant impact in our customer experience when they contact us. That is the reason why we find these achievements relevant when comparing the YTD2021 results of Ecuador versus the objectives of the indicators and scores obtained by the other subsidiaries of the Americas and Central and South America as a region. Here are our main results from a comparative perspective:
Call Center Performance:
Grade of Service Target: 90% CSA: 92% America: 89% Result EC: 94%
Abandoned Call Rate: Target: <1% CSA: 0.4% America: 0.8% Result EC: 0.2%
Up – Selling Target: 144.6% CSA: 106.8% America: 57.3% Result EC: 168.1%
Contact Center Quality: Target: 90% CSA: 94% America: 95% Result EC: 95%
Sales Lead: Target: 31.6 CSA: 37.8 America: 16.9 Result EC: 42
Live Chat Performance:
Despite the fact that live chat contacts have tripled, the average time of interaction per customer is 7 minutes while that of CSA countries is 11 minutes. Therefore, Ecuador manages a 36% better time vs the region. This achievement is important because it shows that regardless of the large increase in contacts, our advisors are always ready to provide a high quality of service to our cutomers.
Webmail Performance:
Ecuador has an average first response of 3.5 hours while the target is 24 hours. This shows the commitment of the Contact Center Team to respond as soon as possible to each customer enquiry.
Digitalization:
Each improvement implemented through digitalization
Dear Judges, in this application you will find two supporting documents with the information previously exposed and other elements that we consider significant during the eligibility period.
On the one hand, we present the achievements concerning the objectives of the indicators from DHL Express and a comparison with other subsidiaries on a regional scale. In addition, other accomplishments are show as the great results of the Contact Center Team in certifications and awards.
On the other hand, we present the guidelines of excellence that the DHL Express Ecuador Contact Center Team follows to give the great quality of service provided to our clients in each interaction we have with them by phone call, live chat or email. Additionally, we consider that the corporate values exposed lead our team to overcome the obstacles imposed by COVID 19 pandemic and the new digitalized world.
Finally, we want to emphasize that our team and its daily work in Customer Service is fully align with the mission of DHL Express at a global level: “Connecting People, Improving Lives”. And, with the corporate vision: “Be the Logistics Company for the world" by being The Provider of Choice, The Investment of Choice and The Employer of Choice. These fundaments can be identify in all actions taken by our certified international specialists.