A case study of performance and cost optimisation
1.
Our client
Our client is a leading automotive manufacturer and retailer who strives to
deliver a customer experience that sets the standard for their dealer network. It
was a prerequisite that the service is delivered in a cost-effective manner and
with a management time demand that is empathetic with the demands of their
core business of selling cars, parts, and labour ho
2.
Backgound
Our clients in-house contact centre was struggled to keep up with increasing call volumes, resulting in long waiting times, customer dissatisfaction, and missed business opportunities. Our client had also experienced an increase in personnel costs as the result of their corporate structure and paygrade levels and associated benefits.
