2015 Asia-Pacific Gold Winner - DHL Express NZ Customer Services
Company: DHL Express NZ Customer Services, Auckland, New Zealand
Category: Management Team of the Year
Entry Title: DHL Express NZ Customer Services
DHL Express Customer Services has now been operating in New Zealand for 40 years, commencing in 1973. Starting out in 1973 with only 2 Customer Service agents to now being at over a 50 plus seat Call Centre, with enhanced tools, technology , and a wider global network, our customers know that when they call us, they are speaking with someone locally who have the ability to also provide a global service
All staff are full time employees.We are a very diverse,multicultural,family orientated ,customer focused department.Customer Service contributes to our overall Global vision through innovating our Customer Service approach. We aim to deliver our customer promise by being, knowledgeable, polite and helpful and drive customer loyalty through Great Service Quality.
We continue to focus on service quality daily, and live up to our Brand Promise “Excellence, Simply Delivered” . Customer Services Key Performance Indicators set globally, assist us in measuring and monitoring our financial and business results within our department. Locally however we strive to achieve above the set expectations.
Our KPIS are listed as follows and are reported and communicated to all staff daily, weekly and monthly.
• GOS (Grade of Services) 90% calls answered within 10 secs
• ACR(Abandon Call Rate) 1% of total calls abandoned
• Trace Closure 70% of traces closed within 3 days
• On Time network response 75% of traces responded within 4 hours
• Up selling achieve xx% of Shippers Insurance and TDX shipments vs all bookings made
• Claims Closure 80% claims closed in 10 days
• Complaints Closure 75% complaints closed within 5 days
In the last 3 years we have never failed a kpi and all have been well above target
Winning 16 International and Nation wide Customer Service awards for the high level of service we provide is a true indication of how successful we are in delivering on our brand promise of “Excellence, Simply Delivered”.
We won best Customer Services in courier industry within NZ.2013 we then enetered Westpac Business awards and won Employer of choice award as well as Excellenece in Customer engagement 2 very pretisgious awards.2014 Included the following International External awards
1. Global Best Customer Services Department of the Year (All Industries)
2.Global Best Support Department Customer Services of the Year (All Industries)
1.Best Place to work globally(All Industries)
2.Customer Services Support Executive of the year Global
3.Best Contact Centre under 50 seats (All Industries)
4.Customer Services Team of the year Global (All Industries)
5.Customer Services Director /Executive of the year Global (All Industries 6.Management Team of the year Asia Pacific(All Industries)
7.Customer Service Leader of the year Asia Pacific(All Industries)
1.Best Motivational Community Spirit Programme Asia Pacific (All Industries)
2.Management Team of the Year Global (All Industries)
3.Woman of the year Asia Pacific (All Industries Tracy Penny)
The overall management team have all really focused on what it takes to be a 21st century Manager through respect and results leading to the overall great results achieved through 2014.