DHL Express, Guatemala - Customer Service Department of the Year

Company: DHL Express, Guatemala
Company Description: DHL Express is a division of the German logistics company Deutsche Post DHL providing international express mail services. Deutsche Post is the world's largest logistics company operating around the world. DHL is a world market leader in sea and air mail.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: DHL Express Guatemala

Among the achievements of our team, we want to mention the most important which are:

The Grade of Service (GOS): From July 2019 to October 2020 we have achieved an average of 93% (Target 90%)
Remote Booking Quality: We have achieved 94% of quality. (Target90%)
Contact Center & Customer CareQuality: We have achieved 97% of quality. (Target90%)
On Time Customer Call Back: We have achieved 93% of quality. (Target90%)
Network Activities Responded in time: We have achieved 98% of quality. (Target 75%)
Abandoned Call Rate (ACR): We have achieved0.2% (Target: Maximun 1.0%)
Upselling: We have achieved an average of 126%.
Sales Leads: We have generated 248 new customers for the company.
Traces resolution: We have achieved a result of 81%. (Target 70%)
Complaints resolution: our result to dateis100% (Target 75%)
Claims resolution: our result to dateis100% (Target 80%)

Home office, an idea that seemed so far at that time, had to be quickly implemented. The IT team together with the Customer Service leaders, moved fast, and in no time we had 100% of the team working from home. We were the first country in the region who began with home office. Back then, we were able to have our operation going on with minimal or no impact at all to our customers and KPIs and the most important part, we had our team safe and sound working from home.

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):

We are the only country in the entire region (Central and South America) who managed to keep our KPIs green during this whole year. This has not been easy but with such a great teamwork, we accomplished it.

We left the 2019 behind, and started all over again, very excited about what the New Year 2020 could bring to us. We celebrated the new year without the most remote thought that it was going to be the year that would stop the world and make us see a lot of things in a new and different way. A year that would test our capability to demonstrate how fast we can respond to circumstances never imagined before.

We concluded 2019 full of great results and as we always do, we began a new year with a lot of energy; our main objectives were already stablished; objectives and plans that in the blink of an eye, had to be modified.

So far, we have demonstrated that there are no impossible challenges to overcome with a strong team, from the manager and supervisors to the newest agent; a team of passionate and committed specialists providing the best service and being tremendously focus on our main pillars: having a team of motivated people providing a great service quality will bring loyal customers and will turn out in a profitable network.

Briefly describe the nominated department: its history and past performance (up to 200 words):

Very proud, we are back this year to demonstrate why our team deserves a recognition for all the great work done during the past and present year.

Since July 2019, with great results each month, the target of each KPI was achieved as you can see in the attached document.:

A very important mention that we want to highlight was the improvement we made in the Employee Opinion Survey (EOS) results in Customer Service. EOS features a set of nine key performance indicators such as Employee engagement, leadership, values, future and strategy.

In order to reach our goal, we set since the beginning of the year, very clear actions such as focusing on a clear communication, being very close to each and every person in our team, continuing the one-on-one meetings and coaching sessions, we are very happy and proud that all of our hard work and dedication turned out in wonderful results. We achieved an improvement of 25% in average, positively impacting not only our department but also the whole country.