DHL Express Ecuador - Contact Center of the Year

Company: DHL Express Ecuador, Quito
Company Description: DHL Express Ecuador, es la empresa líder en el mercado de logística en el Ecuador, con participación sobre el 70% del mercado nacional, fue fundada en 1982, cuenta con 200 empleados y cuatro oficinas principales.
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: DHL Express Ecuador Contact Center Great Quality Service

DHL Express as a part of the logistics industry at a global scale is a leading air transport company with more than 50 years of experience in which it has developed a network that covers more than 220 countries and territories around the world. The fast transit times and quality of its service are a fundamental part of its value promise: “Excellence, simply delivered”.

In this context, DHL Express Ecuador, stands out for several reasons at an international level. One of them is the high-quality service that the Contact Center provides to the customers. In consequence, its excellence has been recognized in different instances such as in the Stevies Awards during the last 6 editions with bronze and silver awards. Also, at the departmental level, it has been awarded with the Customer Service of the Year for Central and South America (CSA) of DHL Express in 2013, 2015, and 2017.

Currently, the DHL Express Ecuador Contact Center Team has three service channels: phone calls, live chat, and email. In this application, we will highlight the achievements obtained in their respective Quality and Performance indicators that guide us to be the Best team every day.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Despite the challenging context of the Covid-19 pandemic, the DHL Express Ecuador Contact Center Team has managed to exceed the objectives set for the year and even stand out at the regional level among its peers. That is the reason why, we wish to emphasize that our international specialists have not stopped serving the clients who have wanted to communicate with us thanks to the successful switch to Home Office. Here are the Year to Date 2020 (YTD2020) results of our performance indicators by contact channel.

First, an average of 12,802 phone calls have been received per month YTD2020 with the following results:
Grade of Service Target: 90% Result: 94%
Abandoned Call Rate: Target: <1% Result: 0.2%
Contact Center Quality: Target: 90% Result: 97%
Sales Lead: Target: 29.8 Result: 32.2

Second, an average of 342 live chats per month has been received in the current year, which is a quintupled volume in interactions vs. LY. Despite this large volume, Ecuador has the best performance indicators in this channel within Central and South America (CSA).
First Response Time: Result: 1 minute
Customer Satisfaction: Result: 4.73 / 5
Response Time: Result: 0.40 min
Resolution Time: Result: 6,2 minutes

Third, an average of 529 emails have been received per month YTD2020, which is a 59% increase in interactions vs. LY.
Email response within 24 hours: Target: 100% Result: 100%

Finally, we will highlight other measurable achievements during the eligibility period including Center of Excellence (COE) international pre-certification, results in regional campaigns, among others.

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):

The achievements highlighted have a significant impact in our customer experience when they contact us. That is the reason why we find these achievements relevant when comparing the YTD2020 results of Ecuador versus the objectives of the indicators and scores obtained by the other subsidiaries of the Americas and Central and South America as a region. Here are our main results from a comparative perspective:

Call Center Performance:
Grade of Service Target: 90% CSA: 79% America: 72% Result EC: 94%
Abandoned Call Rate: Target: <1% CSA: 3.7% America: 4.4% Result EC: 0.2%
Contact Center Quality: Target: 90% CSA: 95% America: 96% Result EC: 97%

Live Chat Performance:
Ecuador has the best CSA performance indicators in this contact channel and shows significant improvements versus 2019. In addition to having a high level of customer satisfaction.
First Response Time: 42% improvement vs Last Year
Response Time: 71% improvement vs Last Year
Resolution Time: 56% improvement vs Last Year
Customer Satisfaction: 4.73 / 5

COE Pre-certification:
Ecuador obtained an excellent first COE pre-certification with a result of 84.3%. This shows a high level of standardization of processes and that the results presented in this application are the result of a structured work focused on the client.

Likewise, the other results that you will find in the application show important achievements that denote Ecuador as a leader in customer service both in DHL Express and in any courier industry that you want to analyze.

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):

Dear Judges, in this application you will find two supporting documents with the information previously exposed and other elements that we consider significant during the eligibility period.

On the one hand, we present the achievements concerning the objectives of the indicators from DHL Express and a comparison with other subsidiaries on a regional scale. Also, other accomplishments are showed as the great results of the Contact Center Team in audits.

On the other hand, we present the guidelines of excellence that the DHL Express Ecuador Contact Center Team follows to give the great quality of service provided to our clients in each interaction we have with them by phone call, live chat or email. Additionally, we consider that the corporate values exposed lead our team to overcome the obstacles imposed by COVID 19 pandemic.

Finally, we want to emphasize that our team and its daily work in Customer Service is fully aligned with the mission of DHL Express at a global level: “Connecting People, Improving Lives”. And, also with the corporate vision: “Be the Logistics Company for the world" by being The Provider of Choice, The Investment of Choice and The Employer of Choice. These fundaments can be identified in all actions taken by our certified international specialists.