DHL Express India - Customer Service Complaints Team of the Year
Company: DHL Express India Pvt Ltd, Mumbai, Maharashtra, India
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. DHL has its head office in Bonn Germany with a revenue size of 15.4 billion Euros. DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL E-commerce, DHL Global Forwarding, DHL
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Other Service Industries
Nomination Title: Customer Service Complaints Team
DHL Express India has over 53% market share and a strong base of 3,300 employees dedicated to offer B2B & B2C solutions. Driven by our Insanely Customer Centric Culture, we deliver our customer promise of “Excellence, Simply Delivered”.
CS is based across 2 sites (Mumbai & Chennai), with 380 CIS Employees answering calls within 2 rings. We believe in the power of human connection enabled by Digitalisation. During H2 2019, Average calls per month were 280,000 & traces (requests) per month were 37,000.
The drivers of Customer Service Complaints team are summarized below:
• Insanely Customer Centric Culture – ICCC is our programme enshrined in our Quality Policy, where each employee is inspired to go the extra mile
• Straight to the Top – STTT is the process supporting this mindset where the customer can write directly to our Country Manager and VP-CS
• Best Day Every Day – The basic customer commitment is met every day by ensuring that top KPIS are achieved daily
• Continuous Improvement – First Choice is our Six Sigma programme driving us to further enhance customer experience
DHL IN CS – Claims and Complaints during pandemic
Customer Service has played a pivotal role in supporting business and boosting the brand for the organization. Over the last two years, India has had many regulatory changes in clearance. This has created unprecedented complexity for Claims & Complaints team. Despite this, we have delivered high performance and created great experience for our customers.
This is clearly visible around the 4 pillars of our Focus Strategy:
Motivated People:
In the annual Employee Opinion Survey, our recent scores have been phenomenal. We scored 99% in Employee Engagement and more than 97% in all our KPIs. This was amongst the top results for any team in DHL Express India.
Great Service Quality:
KPIs for Claims & Complaints team are in Green consistently for two years. Every day, our claims & complaints team delivers “Best Day Every Day”. Our Quality scores for 2020 stand at 97.2% which is higher than the target of 90%. Our Complaints closure performance has improved by 4% at 94.1% for YTD 2020.
Loyal Customers:
Net Promoter Score tells the story of how Quality results in Customer Loyalty. We improved from 34% in Q1 2018 to 55% in Q1 2020, a remarkable feat. Our ICCC spirit is the secret sauce behind our customer experience. The quarterly survey we conduct about our Insanely Customer Centric Culture shows us at 86% in Q3 2020, 11 points ahead of competition.
Profitable Network:
Our monthly Root Cause Analysis was identified as one of the best practices in a recently concluded global audit. We are able to identify recurring issues and work with the concerned team to prevent recurrence. We reduced address correction complaints by 68% and reduced amendment complaints by 89% in 2020 over last year.
In this manner, we handle customer complaints and deliver differentiated service for DHL Express India.