COE/KPI
This is what COE stands for
Center of Excellence
This scan means the customer is not at home
NH = Not Home
CIS stands for this.
Certified International Specialist
When receiving an unjustified escalation, what options do you have?
Agent can dispute the escalation via Spark or via email, and at any moment request help from supervisor
Who is the CEO of DHL Express Canada
Darryl Wettlaufer
This is the % of calls answered within 20 seconds Target: 80%
Grade of Service (GOS)
This scan means that the shipment is Destroyed
DS = Destroyed
KART stand for
Key Account Reporting Tool
True or False
For the COE Audit, I need to know my job description by memory, I need to know it all.
False, you just need to go on the folders that are properly named and labeled, show the job description, read it and give it an explanation with your own words.
Who is CEO of Americas
Andrew Williams
How many QA evaluations are there, and how many are side by side?
ODD Stands for
On Demand Delivery
CIM stands for
Certified International Manager
If you need to cancel vacations, what is the process?
If agent needs to cancel vacations, the same needs to be cancelled at least with 2 weeks of notice. If the agent fails to provide 2 weeks of notice, the agent will need to take the vacations as confirmed. Supervisor then informs the entire team of the availability.
Who is VP of Customer service DHL Canada?
Marion Polaud
Provide 3 Global KPI's
ACR, GOS, Up-sell,Trace closure, Complaints Closure, Claims Closure...
What is check point for Clearance Delay?
CD=Clearance Delay
KPI Stands for
Key Performance Indicator
Mention the vacation process, how can you ask for vacations?
Agent needs to review the vacation calendar, checking if the dates wanted are available. Please keep in mind a maximum of 2 people can take the same day off. And vacations need to be requested minimum 1 week in advance.
Agent needs to notify the supervisor via email and message also on teams of the desired vacation day.
Supervisor will review the calendar and if available will write agent’s name in the selected date on the vacation calendar.
Closer to the vacation date, agent will enter the vacations on the local HR portal: Log In (humansite.lat) . The supervisor will get an email to approve via Humansite.
Who is the VP of IT Canada?
Natasha D'Angelo
Mention the new platform where coaching is documented, and TGROW frame is followed. And what do you do on every coaching?
CS Academy, on every coaching I go to CS Academy and accept the feedback submitted.
List completion checkpoints
BR=Cleared and Delivered by Broker; CS=Close Shipment ; DD=Delivered Damaged ; DS=Destroyed/Disposal; OK=Delivery; RT=Returned to consignor; SS=Shipment Stopped
Spark stands for
Support
Platform
Assistance
Resolution
Knowledge
Shipment is CD for days you need to figure out what is happening, where do you check and who do you reach?
Check CAIA and email Brokerage team
Who is the Global CEO of the DHL Express
Tobias Meyer