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Is workforce management tool limited to Contact Center?
When we talk about workforce management tool, the first thing that comes to our mind is Contact Center? But what would happen if we use it to other critical customer service functions such as “Customer Care Team” handling service recovery?
At DHL Express, we believe that technology is critical to Customer Experience. The emerging technologies of today will be empowering the customer experience of tomorrow.
Using technology helps us work smarter and quicker and increases the efficiency of our work resulting in exceptional customer experience. What if we innovate and use the technology by adapting it to other critical customer service functions?
Let us share with you how we incorporated innovation in our technology within our Customer Care team handling service recovery to our customers. Optimizing our,
- Resources
- Productivity/efficiency
- Overhead costs
- Overall customer experience.
To ensure we deliver our customer promise of, “Excellence Simply Delivered”
Historically, our rostering & monitoring of workload at an individual level in Customer Care was a challenge for the team as there was no real-time visibility, and extraction of data was done manually to estimate volumes and workload patterns. This was restricting us to be reactive rather than being proactive.
As an organization, we believe in delivering “Great Service Quality”. Thus, we set high standards on our KPI targets with the following parameters:
- On-time Customer call back above 90%
- Global Service Inquiry Response Time above 75%
- Workload Forecast accuracy + or - 10%
- Call Quality above 90%
- Service Incident Resolution 70% plus
- Escalated Customer Inquiry Resolution 80% plus
Understanding the importance of these KPI’s to customer experience to meet their needs and requirements we created and implemented the following with our existing tools:
Workforce Management Tool (WFM) - Designed to assist the "Customer Care" team in workload forecasting, optimizing schedules, performance, and having a productive workforce. This optimized our operational efficiency. This forecast model uses historical data providing trends and workload volume behavior for a period of 12 months. It allows us to forecast and plan the resources required daily, weekly & monthly for our operations.
Real-Time Dashboard - This tool provides the Workload Manager, Team Manager & Customer Care Advisors an overview to monitor Pending Requests, Activities & Bookings, and drives performance on a real-time basis. It provides a summarized and detailed view of all requests & activities refreshed every 5 minutes. This ensures on-time responses to our customers and the network countries.
Robotic Process Automation (RPA) - Using Robotic solutions for digitalization to eliminate manual work is the way forward. In the Customer Care team, RPA is utilized effectively to automatically upload written communication from our Multichannel Tool (Email management) to our Shipment Track & Trace tool which we call Global Event Management.
The use of these tools had a significant impact on our performance and results. Implementing these innovative technologies and maximizing the usage of these tools has resulted in the following:
- On-time Customer Call back at 98%, 8% above target
- Global Service Inquiry Response Time at 99%, 24% above target
- Workload Forecast accuracy is 2.40%
- Call Quality at 98%, 8% above target
- Service Incident Resolution at 86%, 16% above target
- Escalated Customer Inquiry Resolution at 96%, 16% above target
- On-time Email Response at 97%, 7% above target
- Through Automation saved 120 Full Time Employee hours
With these improvements, we were able to provide consistently a very high degree of performance.
The impact of this initiative is further realized with our customer experience rating and employee experience rating hitting the roof.
Our Net Promoter Score from 85% to 92% and our Customer Care Team Employee Opinion Survey results show an Employee Engagement Score of 99% & Active Leadership at 100% Score.
