Company: DHL Keells (Pvt) Ltd. Sri Lanka
Company Description: Deutsche Post DHL is the leading international logistics company in the world with a global presence of over 220 countries with more than 285,000 employees worldwide. DHL Keells (Pvt) Ltd was formed in 1992 as a joint venture between JKH Sri Lanka and DPDHL. DHL Keells is the market leader with more than 50% share in the courier industry in the local market.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - All Other Industries
 Nomination Title: Customer care Department Of the Year
- 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
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
As the leading Global brand in the logistics industry and market leader in Sri Lanka, we strive to provide a service that not only meets, but also exceeds the customer expectations.
“AS ONE” the Customer Care Team, strive to achieve continuous excellence in Customer Service by focusing on getting things done “Right First Time” with “Speed” and “Passion” showcasing an attitude of “Can Do”.
Our CC Team consists of highly skilled Certified International Specialist who are responsible to handle:
- Key Account Customers
- Claims, Complaints and Tracing
- Remote Bookings
The Key Accounts Team is responsible to manage our high profile customers in Sri Lanka as well as some of the DHL Global Accounts. Being a single point of customers, we provide customers with proactive solutions, customized reporting via a specialized Key Account Reporting Tool. With the support of the Commercial Team customer visits are been planned to grow our relationship with customers.
The Claims, Complaints and Trace resolution play an important role in customer satisfaction, which is key, and our most important KPI.
The Remote Booking Desk is responsible in handling Remote Bookings where we coordinate with network countries and assist customer to facilitate their inbound and outbound pick up requests.
- 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 6 words used.
Please refer attached PDF formore details.
- 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 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
Delivering outstanding customer service is at the heart of everything we do. It is also vital to create a positive experience for customers during every interaction.
- The overall Team Quality on Customer Interactions are evaluated through Knowledge / Polite / Helpfulness mind-set and behaviour where the overall team performance has consistently been at an avg of 97%
- The Customer Care Key Performance Indicators are categorized as:
Quantitative - Trace Resolution within 3 days (Avg - 90%), Claims resolution within 10 days (Avg - 100%), Complaint resolution within 5 days (Avg - 99%). Despite being in such challenging time the teams focus level is at its peak.
- Network Escalations ≤ Avg – 0.8% consistently focusing on responding within the given period by coordinating with cross functions on the required information.
In addition, we do measure;
On time Customer Call back (avg – 99%) and Network Activity Response, time (avg – 99%)
With the increase in the number of STTT (Straight To The Top) escalations in 2021 due to constant follow up and corrective we have observed a drop of 49% in escalations in the year 2022 to 2023.
The Customer Care Team uses Root Cause analysis on complaints, claims and Traces a method to solve problems that aim to identify service incidents to avoid recurrence. This also helps the team to work with other functions within the organization to fix issues, reduce service failures and minimize customer complaints that makes us the differentiator in our journey from Good to Great.
- 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 199 words used.
The Customer Care Team of highly skilled and motivated Certified International Specialists (CIS) with an Insanely Customer Centric approach.
Despite the challenging times faced with Covid-19 and work from home, In order to ensure we consistently maintain our service levels and staff are up to date with latest developments the below are been carried out:
- Cross Team Exposure, which creates a backup role during a contingency
- Regular one on one ad-hoc and monthly Coaching and feedback
- Refresher Trainings in any areas been identified
- Monthly Team Meetings, which creates a platform for the team to voice out
- Monthly Skill verifications on systems, processes and policies
Continuous engagement of our people is the key driver of our focus pillars. Keeping our staff motivated is essential for customer satisfaction, retention and continuous growth of the organization. The Annual Employee Opinion Survey helps us understand the voice of our employees. Our highly motivated and committed team considers DHL to be a “Great Place to Work”, and has expressed their opinion during the survey
Employee Engagement Activities:-
- Celebrate Customer Service Week
- Celebrate International Women’s Day
- Team Get-togethers
- Christmas Party
Rewards and Recognitions:-
- Employee of the Quarter / Year|
- Customer Commendations
- Monthly Top Ranker
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