Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
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: Making A Great Call Center Better
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 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 199 words used.
DHL Express Vietnam has been a prominent player in the logistics industry since its establishment in 1988, comprising five functional departments. The Call Center, in particular, has played an instrumental role in fulfilling DHL's mission to "connect people and improve lives." Over the years, our employees have demonstrated unwavering dedication to delivering exceptional customer experiences with passion and a can-do attitude.
Insanely Customer Centric Culture (ICCC) means putting customers at the center of everything we do. We are committed to being Knowledgeable, Polite, and Helpful (KPH) during every interaction with customers, which sets us apart from competitors.
The call center has continuously improved over time to remain adaptable amidst changes while maintaining excellence. Our accelerated transformation toward digitalization is evidence of our commitment to staying ahead of industry trends. Despite macroeconomic uncertainties exerting pressure on business from 2021 to 2023, the call center has shown remarkable competency in overcoming challenges while consistently producing high-performing results.
In recognition, we are proud recipients of 48 Stevie Awards over the past eight years alone - including 14 Gold Awards, 26 Silver Awards, and eight Bronze Awards. These accolades reflect our steadfast determination to maintain exceptional standards as we continue serving customers.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
Our highly motivated team strived to provide the best-in-class service during the uncertain and challenging situation that happened from 2021 to 2023 due to complex factors. The average performance from Jul2021 to Aug2023 exceeded targets with zero daily red performance.
- GOS: 96% call answer within 10 seconds vs target_90%
- ACR: 0.5% call abandoned after 10 seconds vs target_1.5%
- Trace Resolution within 3 days: 86% vs target_70%
- Claims resolution within 10 days: 100% vs targe_ 80%
- Complaint resolution within 5 days: 100% vs target_75%
- On-time customer call back: 99% vs target_90%
- On-time network response: 100% vs target_75%
- Upselling: 88.6% vs 3 years average target_61%
- 100% Complaints raised to Top Management Team are responded to within 2 hours.
- Operational efficiency: Jul 2021 – Aug 2023 average at 42.8 vs APeC 36.7 and is top 5 among APeC countries.
Consistent great service quality forms the foundation for customer satisfaction, team engagement, and international recognition:
- 74.7% customers rated satisfied through NPA and only 1.8% Detractors (72 out of 4071 customers dissatisfied)
- Received 36 customers’ official compliments via DHL channels.
- MSP Score average 95.5%, 28,5% ahead of our competitors.
- 2022 EOS Active Leadership at 99% and Employee Engagement at 99%.
- Turnover Rate: YTD Aug 2024 is 14% vs the industry average at 35-40%.
- DHL Express Vietnam was recognized as the Top 1 Great Place to Work for 6 consecutive years.
- Won 35 Stevie’s awards from 2020 – 2023 with 11 Gold awards.
- 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 245 words used.
From 2021 to 2023, we faced unpredictable challenges, including a 30% increase in volume during H2 2021 while working from home. Complex situations in global economy threatened our service quality. We focused on operational efficiency and built a strong foundation of highly motivated people.
- YTD Aug 2023, conducted 40 courses approximately 1009 hours to all levels. Completed 11 engaging activities out of 15, increased 36% vs 2022.
- Since Jul 2021 conducted 9 initiatives, deployed 6 RPA to enhance efficiency, and 112 programs to strengthen knowledge and skills. We had 18 internal promotions, there are 120 recognitions to 40 employees: 54 EOM, 18 EOQ, 1 CS EOY, 1 Company EOY, 8 Long Service Awards, and 20 Star awards.
Striving for Loyalty Customers and contributing to Profitable Network.
- Initiated Track and Trace CX project(Jan-Aug23) to enhance customer experience, took proactive action along with 12 CX programs. NPS increased 7.8% vs FY22 and Aug2023 score reached 81.2%.
- Deployed of ICCC+(Medallia) system to auto-collect customer feedback from all channels.
- We are top 2 in upselling within APeC. Monthly we provide approximately 2349 potential customers for further process.
- Won Q2.2023 APeC CS -Commercial Program for growth in revenue generated.
YTD Aug 2023, we maintain top performance in APeC:
- 100% Claims resolution within 10 days vs Apec_97%
- 100% Complaint resolution within 5 days vs APeC_92%
- 88.6% upselling vs APeC_41.8%
- 0% Claim and Complaint Exception vs APeC_3%
- 70% requests solved at the first call vs APeC_50.6%.
- 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 242 words used.
- Through Net Promoter Approach Program, we contact customers who have had an interaction with CS touch points on the previous day. From this, we use their critical feedback to make improvements, adjust processes, and drive customer loyalty.
- Insanely Customer Centric Culture: putting customers at the heart of everything we do. Proactive listing to the voice of customers via NPA tool. We conduct ICCC meeting every month led by country manager to ensure prosper actions are taken to meet customer expectation and finding room for continuous development. Insanely Customer Centric Culture (ICCC) Tracker: 3rd party survey – gauging customers’ opinion of DHL vs. competitors
- Our Mystery Shopper Program (MSP) is an independent Quality Assessment program conducted every month to access CSA’s in terms of K-P-H and compliance to process
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
- COE: Certified Of Excellence is a certification program that assesses and recognizes high-performing CS centers capable of producing consistent and sustainable results. Achieving COE is an indication that the center has mastered and demonstrated a high level of competency in managing its operations in CS.
- ICCC+: More standardized, platform-supported approach to capture customer feedback across more relevant channels. Live dashboards and reports, available directly in the tool as well as integration with Data Factory for more advanced analytics. Even more systematic, tool-supported follow-ups & close-the-loop activities with our customers. Further strengthened cross-functional collaboration and initiative prioritization along customer journeys
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