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: Customer Service Management Team of the Year
 Nomination Title: Rising above the challenges
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 190 words used.
In 1988, DHL Express became the first international express company in Vietnam. Customer Service (CS) acts as a critical differentiator to maintain our competitive advantages and commits to delivering memorable customer service experiences through every opportunity we interact with our customers. CS Team continues to innovate and differentiate ourselves by being re-certified as a Centre of Excellence (COE), cost-efficient, revenue-generating best-in-class CS in Oct 2019. We also have been proudly recognized by 68 External Awards since 2014.
The Covid-19 pandemic has affected the world since 2020 and became more complex in 2021 in Vietnam. Although we returned to the “new normal” in 2022, we still live in an unprecedented situation with many unpredictable changes. These tough times are testing the resolve and leadership of the Customer Service Management (CSM) Team. From building a solid foundation to revolutionizing how we connect with our customers and automating how our people work, CSM Team is rising from challenges. CSM successfully led CS to stay FOCUSed in providing excellent service to our customers and drive CS growth during difficult times. When the challenge has passed, we will still be standing—and more robust than before.
- 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.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
Under CSM’s leadership, CS Team thrives in the face of challenges by exceeding all KPIs from Jul2020 to Aug2022 with no red performance in a single day, ensuring service availability and speed in providing solutions to customers:
- GOS: 94.8% vs. target_90.0%
- ACR: 0.6% target_1.0%
- Trace resolution rate: 86% of requests are resolved within 3 days vs. target_70%
- Complaint resolution rate: 100% resolved within 5 days vs. target_75.0%
- Claim resolution rate: 100% resolved within 10 days vs. target 80.0%
- 99% of callbacks made on time to customers.
- 100% of first requests from network were replied within 4 hours.
- First Track Resolution: 71.4% of customer request is solved at 1st call.
- 100% emails are responded within 8 hours
- 83.1% chats are acknowledged within 30 seconds.
- 100% Customer Complaints raised to Top Management Team are responded to within 2 hours.
- NPA Jul2020-YTDAug22 shows 73% (1625/2239) customers rated 9-10 scores regarding CS touchpoints
Besides keeping CS Team safe, CSM was willing to provide support to staff through continuing programs/training/activities during pandemic. As a result, CS Team showed AS-ONE spirit and navigated difficult situations with consistent Great Service Quality delivering to customers while also contributing to DHL Profitable Network:
- Overall CS Quality from Jul2020 to Aug2022: 95% vs. target_90%
- % Upselling performance: 78.7% vs. average target 3 year 46.2%
- Sales Lead per CS staff at 43 vs. target_36
- Employee Opinion Survey (EOS) 2021 gave Active Leadership 95 points and Employee Engagement 97 points.
- 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 244 words used.
- Our DHL Express FOCUS strategy delivers this aspiration through: Motivated People who are equipped to deliver Great Service Quality which creates Loyal Customers who in turn enable a Profitable Network
- COE 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.
- To ensure providing the fastest support to our customers, we set Grade of Service (GOS) target of 90% of calls answered in 10 seconds and abandoned call rate (ACR) at maximum 1%.
- 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
- Net Promoter Approach Program: We contact customers who have interacted with CS touch points. From this, we use their critical feedback to make improvements, adjust processes, and drive customer loyalty.
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
Self-tool services to customers:
- KART Tool: an online application supporting our key customer that manages and generates shipments reports
- Digital Assistant (Chat-Bot) in CS in July 2020 which provided 24/7 access to conversational self-service for customers
- Remote Booking Collecting Country Automation: encourage customers to process (self-service) their remote booking requests via DHL e-Tools.
- 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 247 words used.
COVID caused massive changes because of community lockdown. As a result, total CS tasks increased by 30% from normal levels in certain months. In response to these challenges, CSM developed contingency strategies to react quickly and implemented Robotic Process Automation to reduce manual handling. That helped not only to keep CS intact but also improve performances:
- GOS and ACR_YTD2022 improved vs. previous years:
- GOS_97% vs. 94%_2021 & 92%_2020
- ACR_0.3% vs. 0.6%_2021 & 1.0%_2020
- Up-selling improved continuously YoY (44.0%_YTDAug20 vs. 77.1%_YTDAug21 vs. 91.9%_YTDAug22) and is TOP 1 in APEC.
- Top 3 Regional Campaign - CS Qualified Leads Growth Program_2020,
- Top 1 DHL's Global Customer Service Awards_2020
- 27 Stevie Awards since 2020 with 6_Golds, 14_Silvers, and 7_Bronzes
Since 2020, CSM deployed 8 initiatives and 12 programs within CS to maximize productivity and quality. We led changes to enhance Loyal Customer through self-service tools. This strengthens our position in industry:
- ICCC tracker score of 79, which is 6 points ahead of competitors (as of Q2 2022).
- MSP Scores YTDAug22 is higher by 30.5% than our main competitor for Pre-booking Enquiry (95.1% vs. 64.6%).
Since 2020, CSM has prioritized Motivated People through upskilling programs and continuously conducted 39 engaging activities virtually or onsite. As a result, CS annualized turnover rate improved from 61% in 2019 to 23%_YTDAug22, while avg. turnover rate between 30-45% of Contact Center Industry. DHL Express Vietnam was named as the No.1 Vietnam Best Workplace in June 2022.
| Attachments/Videos/Links: |
|---|
|
