Key Objectives
- After the diagnostic, AVIS wanted to ensure the implementation of improvement actions proposed
- Improve contact center operation
- Improve service center day-to-day operation and “look and feel”
- After-sales systems and data used in the most optimal way
Our Approach
- PMO and overall monitoring of changes requested to improve efficiency and effectiveness of service centres
- Analysis of risks and potential delays and proposal of possible intervention to resolve these risk and accelerate the implementation
- Scheduled meeting with key stakeholders of service centres so to record potential benefits
- Propose new optimized processes for call centres and service centres
- Pilot implementation of improvement actions suggested in one service center
Impact for our Client
- Enhancing service center productivity
- Improved customer experience
- Clear customer journey in the after-sales experience
Service Centre Parking mapping
Call Center Report - Scorecard
