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Overview
- In 1996 Navigator was approached by this automotive brand to provide CRM consultancy services the brand required a centralised customer service delivery.
- After an extensive audit of the people, processes and systems was carried out, Navigator produced a customer service strategy and plan for the brand.
- As a result Navigator was appointed to set up and manage an outsourced customer care centre for the brand.
- The scope ranges from contact centre services to data base design, management and data services which underpins all customer activity.
Delivery
- Daily activities include prospect handling & lead management, customer care & complaint handling, dealer services, operations support, fulfilment services and multi-agency liaison.
- Our staff recruitment and selection follows a ‘model of best fit’ for the brand to ensure the right type of people are engaged. Staff are then trained and performance managed to deliver a high quality of service.
Partnership
- Our Service delivery has helped this brand achieve a top 5 position within the JD Power Customer Satisfaction Survey for the past 10 years.
- Our approach to quality management and training has seen Navigator reach 1st place four times in the last five years in the BPA Performance League for UK Call Centres, a study which ranks all UK automotive call centres.
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