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: Taking Customer Service To The Next Level
- 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 178 words used.
Since its inception in 1988, the DHL Express Vietnam Call Center has been an integral part of our operations, playing a pivotal role in fulfilling our mission to "connect people and improve lives." Our team is renowned for its unwavering dedication to customer service, characterized by enthusiasm and a positive attitude.
Our philosophy of an Insanely Customer Centric Culture (ICCC) ensures that customer needs are at the heart of everything we do. We strive to be Knowledgeable, Polite, and Helpful (KPH) in every interaction, setting us apart from competitors.
From 2022 to 2024, our call center has demonstrated remarkable adaptability and continuous excellence, particularly in our rapid digital transformation. Despite macroeconomic uncertainties, we have consistently delivered high-performing results. Our commitment to service excellence has garnered 65 external awards since 2015, including 52 Stevie Awards, with 15 specifically recognizing our contact center. In 2019, we were recertified as a Center of Excellence (COE) and received APeC Excellence in Customer Service awards in 2021 and 2023. We have maintained an Employee Opinion Survey (EOS) score above 99% each year.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 254 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
Contact Center at DHL Express Vietnam is comprised of a dedicated team of highly motivated professionals working collaboratively to deliver exceptional service quality and earn customer trust. From Jul2022 to Aug2024, the team’s performance has consistently outperformed targets, maintaining zero daily red performance metrics.
- 95% calls answered in 10 seconds (target_90%)
- 0.5% calls abandoned after 10 seconds (target_1.5%)
- 97% Upselling (avg. target 77%)
- Provided avg. of 1028 sale leads monthly with qualified leads up to 21%.
- 100 % emails responded within 8 working hours (target_90%)
- 99% chats responded within 60 seconds (target_90%)
- 0% chat abandoned after 60 seconds (target_1.5%)
- 96% Customer Experience & 94% Business Process Quality (target_90%)
Consistent high-quality service is the bedrock of a thriving business. It forms the basis for customer satisfaction, team engagement, and global recognition.
- ICCC Index Q2_2024 is at 79 and 4 points ahead competitors.
- Aug2024 NPS score improved 8.9% to 76.1% from 67.2% on the first month of ICCC+. Customers mentioned "People - Customer Service Advisor" and "Support - Overall" as their top sources of satisfaction.
- Received total of 48 official compliments via DHL communication channels since Jul2022.
- 2024 EOS Employee engagement at 100% and active leadership 99%
- DHL Express Vietnam was recognized as Top 1 Great Place to Work in Vietnam in the 7th year.
- CS employee retention rate is at 93.9%, + 14.2% vs YTD_Aug2022, and continuously improved yearly since 2022.
- Won 19 Stevie’s Award with 10 golds, 8 Silvers, and 1 Bronze from 2022 – 2024
- 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 250 words used.
Amid the 2022-2024 economic downturn, we excelled with a no-layoff, sustainable growth, productivity, and customer-centric initiatives. This strategic focus ensured stability and exceptional performance. By prioritizing our motivated team, we maintained high service quality and customer satisfaction since July2022.
- Conducted 150 courses, 2407 training hours for all levels.
- Recognized 127 awards for 36/54 employees (54_EOM, 18_EOQ,18_Full-year awards, 9_Long Service, and 28_Stars for customer satisfaction)
- Granted 45 promotions
- Engagement activities: YTD_2024, completed 12 activities, increased 33% vs SPLY.
- Conducted 19 initiatives/6RPAs to improve productivity or reduce cost and 36 programs to enhance knowledge and skills.
Motivated People Striving for Loyalty Customer:
- Launched Track and Trace CX Project in Jan2023, deep-diving into 100% customer feedback, increasing NPS to 79% from 73% in Q4_2022 and 71% in 2022.
- Identified root causes and implemented 11 CX workshops, programs, and campaigns in 2024 to foster exceptional customer service.
- YTD_Aug2024 booking touchpoints NPS is 83% (+22%), and general inquiry touchpoints peaked at 100% in multiple months, consistently performing above 80% since Oct2023.
Contribute to a Profitable Network.
- Top 1 APeC upselling, with an average of 1,028 sales leads/month.
- Won APeC_CS/Commercial Revenue Generation Campaign – Non_Account Converter Q2&4_2023 and Q1&2_2024.
YTD_Aug2024, Vietnam Contact Center excels in APEC.
- 93% calls answered in 10 seconds (Apec_90%)
- 0.3% calls abandoned after 10 seconds (Apec_0.6%)
- 137% Upselling (APeC_45.9%)
- 70% customer request resolved in first call (APeC_52.3%)
- 27% Qualified Suspect-to-prospect conversion (APeC_20%)
- Gold Award for 2023 APeC Excellence
- Operational Efficiency at 43.3 (APeC_35.3, top_5)
- 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 101 words used.
- Net Promoter Score: Promoter – Detractor/total rating
- 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
- Insanely Customer Centric Culture (ICCC) Tracker: 3rd party survey – gauging customers’ opinion of DHL vs. competitors
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
- ICCC+/Medallia: omnichannel survey opportunities such as Email, SMS and Digital. Connecting with the value we are creating for customers, bringing cross-functional teams together working on the feedback. VN deployed system on Oct 2023.
- KPH: Knowledgable, Polite, Helpful
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