DHL Express Worldwide (BD) Pvt. Ltd., Dhaka, Bangladesh: DHL BD Contact Center

Written answers to the questions

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Total 189 words used.

DHL BD ,Contact Center team's aim to deliver outstanding service to customers is commendable. Our focus on training front line team agents with the latest technical and soft skills, and our 360 degree service delivery approach are all key to achieving best-in-class customer satisfaction.

Here are some specific examples of how DHL BD Contact team is delivering on its aim:

• Well-trained front line team agents: 
  • DHL's products and services
  • How to use DHL's technology systems
  • How to resolve common customer issues
• 360 degree service delivery approach: 
  • Service quality: DHL BD Contact Center team is committed to providing high-quality service, measure and track performance on a variety of metrics.
  • Motivating people: DHL BD Contact Center team invest in training and development and create a positive and supportive work environment.
  • Tracking performance: DHL BD Contact Center team tracks their performance on a variety of metrics, reward and recognize the employees for hard work.

Past Performance: -

1. Grade of Service- Answering minimum 90% calls in 10 seconds & 90% Chat response in 60 sec
2. Abandon Call Rate- Keeping ACR below 1%.
3. Call Quality- Ensuring 90% score in call quality.
4. Supervisory Coaching 50%

Total 204 words used.

The 360-degree Service Delivery Approach was a unique initiative that was built on 4 Ps:

• Planning & Leadership
• People
• Process
• Performance Management

Initiatives	Tasks
Coaching & Mentoring	Turning pre shipment query to Sales Lead
Working form home	Taking orders for shipments sending to other countries
Initiatives for driving positive culture – “Team Service”, “Celebrate Service”	Ensuring productivity by doing Work Force Management
Team Engagements: CS Week, CS Annual Meeting, Birthday Celebrations	Updating customers about shipment status, upon queries
Service level Tracking Daily , Monthly	Registering & Solving claims or complains, if any
Celebration	Regular case follow up with certain interval

All the initiatives and tasks are linked to either revenue generation or customer loyalty and support the organization in terms of Brand Image & Net Revenue Growth. The strategy to attain excellence is named as KPH (to be Knowledgeable, Polite & Helpful). The key values for employees to pursue are Speed, Right 1st Time, Passion and Can Do.

The KPIs are met and continuously improved. 2022 performances are-

1. 93% Service level(Target 90%)
2. 0.6% Abandon Call Ratio (Target <1%)
3. 94% Call Quality (Target 90%)
4. 0% Chat Abandoned After 60sec (Target <1.5%)
5. 98% Chat Response Service Level (Target 90%)
6. 94.5% IMSP Score (Target 90%)

Total 114 words used.

The key achievements of 2022 are:

1. BD Customer Service team own APAC Excellence Gold Award in 2022
2. 8 successful projects completed under ICCC (Insanely Customer Centric Culture) umbrella.
3. 90%+ scores in Call & Trace Quality, Mystery Shopping, On-time trace-claim-complain resolution and other KPIs.
4. 94% scores in  Employee Opinion Survey KPIs. (Employee Engagement 89%, Leadership 94%, Team 87%, Employer of Choice 98%, Provider of Choice 98%, Investment of Choice 100%, Future & Strategy 100%, Digitalization 94%, Values 100%).
5. 9 Sales and Customer service and International Awards from Stevies during 2021-22.
6. Successfully ran contact center operations for 3 months (during office shifting) in Work From Home modality without missing the Service Level target in any month.

Total 187 words used.

Realizing achievement of Front Line:-

There are 2 approaches to measure the success.

Micro ( Mix of Individual and group KPIs)	Macro (4 focus pillars of the company)
Service Level, Abandoned Call Rate, Agent Utilization, Coaching Time %, Call Quality Score, Mystery Shopping Score, Sales Lead per Agent etc.	Motivated People Great Service Quality Customer Loyalty Profitable Network.

The Outcome: -

• Best Day Every Day:

• Everyday Report sharing and follow up for KPI.
• Workload is calculated on daily and hourly basis.
• 90% calls in 10 sec

• Customer Satisfaction:
• Net Promoter Score improved from 40% (2022) to 53%(YTD 2023)

Employee Satisfaction:

• 94% scores in  Employee Opinion Survey KPIs. (Employee Engagement 89%, Leadership 94%, Team 87%, Employer of Choice 98%, Provider of Choice 98%, Investment of Choice 100%, Future & Strategy 100%, Digitalization 94%, Values 100%).

• Performance Management:

• Customer Service team own APAC Excellence Gold Award in 2022
• Top performers are recognized on a monthly basis. As a result, team members-maintained 90%+ scores in KPIs like IMSP, Call & Trace Quality etc. in 2022-2023.
• Best performers are also encouraged to share their best practices with others in monthly meetings.