Company: DHL Express Ecuador, Quito
Company Description: DHL Express Ecuador, es la empresa líder en el mercado de logística en el Ecuador, con participación sobre el 70% del mercado nacional, fue fundada en 1982, cuenta con 200 empleados y cuatro oficinas principales.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - All Other Industries
 Nomination Title: DHL Ecuador Customer Service Complaints Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, 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 team: its history and past performance (up to 200 words):
Total 179 words used.
DHL Express, established in the United States in 1969, expanded its global service network by the late 1970s. Today, the company delivers over 315 million Time Definite Shipments annually.
In the past year, DHL has successfully implemented a fully electric fleet and a photovoltaic plant, resulting in significant environmental benefits. Nowadays, these initiatives have saved a total of 39.6 tons of CO2 emissions and generated 36.3 MWh of energy, covering 80% of DHL's energy needs.
Our Customer Care team comprises six advisors and four Key Account Advisors (KADs), all dedicated to successful Service Recovery. We place customers at the core of our operations, aligning with DHL’s vision to "Connect People, Improve Lives." Our commitment is to deliver exceptional customer experiences with passion and a proactive attitude, ensuring we meet our customer promises promptly and accurately.
Since 2013, our Customer Care Team in Ecuador has actively participated in the Stevie Awards, achieving notable success. We have been honored with 5 Bronze, 2 Silver, and 2 Gold awards. Our most recent award is the Silver Award in 2024
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 225 words used.
The parameters established by DHL Express in response to global KPIs (Key Performance Indicators), establish the following times to handle and resolve customers requirements:
GLOBAL TARGETS:
Trace Resolution Rate: ≥70% Of the Traces Resolved Within 3 Days
Claims Resolution Rate: ≥80% Of the Claims Resolved Before 10 Days
Complaints Resolution Rate: ≥75% of the Complaints resolved within 5 days.
On-Time Email Response: ≥90% of email answer to a customer, first manual response within 8 business/hours.
On-Time Chat Response: ≥90% of answer on time the chat channel, first manual response within 60 seconds.
Abandoned Chat-Rate: ≤1.50% requirements related to answering the chat channel, chats abandoned after 60 seconds.
Furthermore, we comply with regional (Americas) parameters under procedures on real-time and policies that keep our Quality service.
REGIONAL TARGETS:
Customer Care / KAD Quality: ≥90% Quality service measured in 10 monthly audits to each agent. Until December 2023
This KPI was changed to Customer Experience Quality ≥90% and Business Process Quality ≥90%. It measures the quality of customer interactions provided by the agents since 1st January 2024
On-Time Customer Call Back: ≥90% of Customer callbacks are made within the agreed time.
Network activities replied on-time: ≥75% Responses within 4 hours.
Trace Exception: ≤10% Traces opened more than 5 days.
Complaints Exception: ≤5%Complaints opened for more than 10 days.
Claims Exception: ≤5% Claim opened more than 15 days.
- 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 226 words used.
Dear Judges, in the attached PDF and PPT files, you will find supporting documents detailing our commitment to Excellence beyond KPI compliance.
As an introduction, we provide a brief overview of our internal organization, our team, our guidelines, and our participation in the Stevie Awards over the years.
We delve into the programs and processes that support us in achieving and maintaining Service Excellence, such as the ICCC Committee, the Empowerment Tool, our customer contact methods like the Straight to the Top process, and our claims and complaints handling process.
We have also developed and enhanced our electronic tools to provide a better employee experience, such as the Proactive Performance Management Tool (PPMT), and to improve the customer the DHL Express Mobile App and highlight our Multi-Channel Tool (MCT). This ensures a timely response to customers and includes a Live Chat feature for our Key Account Customers. This approach enables us to keep our customers connected through our digital channels and allows them to rate our service after each interaction and our flower shipping program B2C.
With this presentation, the Customer Care team wants to illustrate how DHL Express motivates us with team and company recognition programs, that motivate us to provide our customers with the best experience service.
Lastly, we detail our participation in Living Responsibility programs, where Customer Care consistently plays a significant role.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 167 words used.
Center Of Excellence (COE) represents a worldwide, internal Customer Service certification initiative.
As Customer Service team, we achieved the COE Certification in 2023 due to our excellent results and high-quality service, we obtained a score of 92.7% during the certification process.
In June of 2024, we would like to highlight that as Customer Service Department we were evaluated in a certification called MOCK by the Regional Department and achieved a score of 94%, regarding our processes and great customer service quality experience we provide in each interaction.
Ecuador becomes the 12th country in the Region of the Americas and the 1st in Center and South America to join the distinguished list of countries with COE certification.
Achieving COE is an indication that a Customer Service Center has mastered and demonstrated a high level of competency in managing its operations through highly motivated people.
Consequently, supervisors and staff from Ecuador have been asked to support other countries in the region in their efforts to achieve COE certification.
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