DHL Express Ecuador - Customer Service Complaints Team of the Year

Company: DHL Express Ecuador, Quito
Company Description: Ecuador DHL Express is a courier company with global services in more than 220 countries. In Ecuador began operations over 30 years ago. Jose Chavarria is the General Manager of the Company, with 246 employees across the country. Among the policies that drive the company, a major service recovery is as fundamental doctrine of all its employees. This is the first time that Ecuador's Custo
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - All Other Industries

Nomination Title: The Best Customer Service Complaint Team in the region to resolve Claims and complaints through Great Quality of service, building a truly Loyal Customers

Up to the end of 2004 DHL Express Ecuador had two Customer Service departments located in two different cities in Ecuador. At the beginning of 2005 the company decided to center it in a single team located in the Capital Quito until now. This objective was highly challenging, it involved a great planning and preparation with very successful results.

Our Customer Service Complaints Team is considered one of the most sensitive and important area in the company. We learn and follow global policies that apply over 220 countries around the world that is why we are motivated to show our attributes as International Certified Specialists.

Our main objective is to improve the customer experience after a service failure, which is why our team applies different service recovery tools. Customer Service Complaints Team works As One with the different departments to resolve any incident in the network, in order to ensure the loyalty customers. A great service recovery performed quickly and effectively, bring us Loyal Customers.

Customer Care Team Ecuador has been the winner several times of Stevie Awards since 2013.

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

The parameters established by DHL Express as responses to global KPIs (Key Performance Indicators), establish the following times to handle and resolve customers’ requirements:

Global Targets:
-TRACE Resolution Rate: ≥70% of the Traces (requirements related to possible delays or inquires) resolved within 3 days
-CLAIMS Resolution Rate: ≥80% of the Claims (requirements that are related to a legal statement to be indemnified according to transport agreement) resolved before 10 days
-COMPLAINTS Resolution Rate: ≥75% of the Complaints (requirements that are related to a customer´s in-satisfaction) resolved within 5 days

Ecuador Customer Service Claims and Complaints Team - Global KPIs
-TRACE Resolution Rate: 96%
-CLAIMS Resolution Rate: 99%
-COMPLAINTS Resolution Rate: 100%
In addition we comply regional (Americas) parameters under procedures on real time and policies that keep our Quality service.

Regional Targets:
-On-Time Customer Call Back: ≥90 % of customer callbacks are made within the agreed time frame.
-Network activities replied in time: ≥75% of responses within 4 hours to our colleagues’ requests in the network.
-Remote Booking Quality (closure rate): ≥90% of pickups abroad must be agreed within 8 business hours after receipt, according to internal processes.
-Customer Care / KAD (Key Account Desk) Quality: ≥90% of quality compliance in the service provided to our clients measured in 10 monthly audits to each agent.

Ecuador Customer Service Claims and Complaints Team - Regional KPIs
-On-Time Customer Call Back: 99%
-Network activities replied in time: 99%
-Remote Booking Quality (closure rate): 97%
-Customer Care / KAD Quality: 94%

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 jury, a Word document is attached with below information
Detailed table of comparison of the KPI Global and Regional results from July 2019 to September 2020 of Ecuador vs Americas.
Summary of comparison of the KPI Global and Regional results from July 2019 to September 2020 of Ecuador vs Americas.
Example of KPH measurement July 2019 to September 2020.
Thanks in advance.

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):

Our results as Ecuador stand out compared to the results in the region:

Global KPIs:
-TRACE Resolution Rate: Americas 79% vs Ecuador 96%
-CLAIMS Resolution Rate: Americas 98% vs Ecuador 99%
-COMPLAINTS Resolution Rate: Americas 98% vs Ecuador 100%

Regional KPIs:
-On-Time Customer Call Back: Americas 84% vs Ecuador 99%
-Network activities responded In time: Americas 93% vs Ecuador 99%
-Remote Booking Quality: Americas 97% vs Ecuador 97%
-Customer Care / KAD Quality: Americas 98% vs Ecuador 94%

We have been able to obtain consistent results with the daily and correct application of the Trace, Claims and Complaints handling Policies and procedures. In this way we maintain our quality of service and improve the customer experience through our Service Recovery tools defined as EMPOWERMENT:
-Concessions: Discounts on service bills, absolve tax & duties fees.
-Special Deliveries: Urgent deliveries during off working hours/days.
-Delight: Usually we sent gifts to delight/surprise our customers.
-Reconstruction: Shipments sent free of charge by our customers.

Our team is committed to always providing "Great Quality of Service", despite the emergency situation that took us home on March/16th, our Key Performance Indicators have not been affected; and are a benchmark at the regional level so our customers didn´t experience the disruption of service, a single day!