Company: DHL Express Worldwide (BD) Pvt. Ltd., Dhaka, Bangladesh
Company Description: DHL Express BD is the 1st and leading Air Express company in Bangladesh. DHL started its operation in BD in 1979. Since then, it has made remarkable contribution in facilitating export-import business of Bangladesh. DHL Express BD has won a number of local & international awards in recent years for their superior customer service & contribution in the trade of Bangladesh.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
 Nomination Title: DHL Express Worldwide (BD) Pvt. Ltd., Bangladesh
- 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 department, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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 2 words used.
Reference attached
- 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.
N/A
- Outline the department's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 236 words used.
KPIs Performance: Department shares Team & Individual level KPIs performance every day to keep everyone on track. 90% service level in 10 sec at contact center was not missed even in a single month in the last 7 years. The team produced great performance on a daily basis with the core promise of the brand - ‘Excellence, Simply Delivered’.
CS Awards: During 2015-22, CS team has won 62 international awards in categories like Leadership, Best Customer Service, Best Contact Center, Best Customer Experience, Best Team and Best Department. Team also became the best performer among DHL Asia Pacific countries in 2013,2015,2018,2019 and 2022 for Performance Excellence.
Quality Evaluation Through IMSP: Internal Mystery Shopping score has a upward trending from 94% (2021) to 95% (2022) with >90% score in all aspects i.e. KPH .
Remarkable key achievements of 2021-22 are:
- 92% Service Level (Target 90%)
- 0.6% Abandon Call Ratio (Target <1%)
- 98% Traces Resolution (Target 70%)
- 99% On-Time Claims Resolution (Target 80%)
- 100% On-Time Complaints Resolution (Target 75%)
- 94% Call Quality (Target 90%)
- 97% Trace Quality (Target 90%)
- 99% Remote Booking Quality (Target 90%)
- 99% On-Time Customer Call Back (Target 90%)
- 99% On-Time Network Response (Target 75%)
- 8 successful projects under ICCC in 2021-22.
- 100% scores in 5 out of 9 KPIs in Employee Opinion Survey. In rest of the KPIs, score was 99% in 2021.
- 11 International Awards from STEVIES in 2021-22.
- 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 department's past performance (up to 250 words):
Total 237 words used.
To track & review performance, department applies 360 degree Service Delivery Approach that is built on 4 Ps ( Planning & Leadership, People, Process, Performance Management) which are unique, significant & sustainable.
Employee Satisfaction:
- 94% and above scores in 6 KPIs of Employee Opinion Survey KPIs. (Employer of Choice, Provider of Choice, Investment of Choice, Future & Strategy , Digitalization and Values).
- Staff satisfaction results in only 7% people attrition in 2021 & 2022.
Learning and Development:
- CS team applies 70-20-10 approach which are On-the-Job, feedback & coaching and formal trainings for staff Individual Development.
- 1256 classroom and online trainings completion in 2021-2022
- 100% penetration in online/eLearning trainings in 2022.
- Employees are also developed for cross functional and cross border career movements.
Performance Management:
- 92% Grade of Service (Service Level) within 10 sec in 2022 which was also highest among all APEC countries of DHL Express.
- Ranked # 1 in three KPIs among DHL Asia Pacific (APEC) countries in 2021 (Claims Resolution and Complaints Resolution).
- Achieved Global CS Excellence 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 2021-22.
Digitalization in CS: Department is devoted to leverage on digitalization to enhance employee experience, improve customer satisfaction, and drive efficiency. BD CS believes in equipping our staff with top-of-the-line tools and technology to provide exceptional service to our customers digitally.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 196 words used.
DHL Bangladesh Customer Service Department has always played an important role in Focus Strategy – one that is powered by our people who put customers at the heart of everything we do. This means delivering best-in-class customer experience with Passion and a Can Do attitude, ensuring our customer promise is delivered Right First Time and with Speed. Immersed in our Insanely Customer Centric Culture (ICCC), we are proud of our people who commit themselves to being KPH – Knowledgeable, Polite and Helpful – in every customer interaction, and this is what keeps us ahead of our competition.
History and Past Performance: CS department over the years took various initiatives which contributed in a fundamental way to build a superior image of the company and also helped in gaining overall market share (DHL BD’s Current market share is 63%). Despite all various political and changes in customs clearance procedures challenges, DHL BD Customer Service Department delivered great performance and has achieved 62 international awards during the period of 2015-22 for service excellence. Team also achieved “Center of Excellence (COE)” certification in 2019 which is obtained after a rigorous audit on CS processes conducted by DHL regional team.
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