From car service to outbound customer service

Rostrvm provides inbound/outbound solution for 45 Dixon Motor Group dealerships.

The call centre of the Dixon Motor Group, one of the UK’s largest new and used car showrooms with 47 dealerships in North Yorkshire, has recently gone live with rostrvm CallDirector ACD OutBound, CallGuide and its SuperVisor management reporting software.

“For the past five years Dixon Motors has had two separate telephony systems for inbound and outbound calls,” said Richard Carlson, IT Director. “The purpose in using rostrvm is to simplify the technology, increase our functionality and have one software source to bring consistent management reporting across one platform and reduce our costs overall.”

To provide a more focused service to the 45 dealerships and their customers Dixon Motors has divided their 16 call centre agents into eight franchise teams. Two teams at a time will be rolled out in the first phase with rostrvm OutBound, and within the next two weeks both rostrvm OutBound and InBound will be in use entirely throughout the call centre.

Dixon Motors’ agents handle the ’service due’ and customer service calls as a result of prompts via post and take on average up to 5,500 calls per month. The outbound calls are of the same content except the monthly call volume can be up to 30,000, and the dialler prompts the agent with a screen pop containing customer details. During the conversation agents have the rostrvm Call Guide available to record accurate call outcomes at the time of confirming the booking. It’s a proactive service which the customers respond to really well. On average Dixon Motors sells 34,000 new and used units per year.

It is in Dixon Motors’ best interest to provide a proactive customer service initiative as the car manufacturers can call the customer directly to ask them about their experience of the Dixon Motor service. All this information is reported back to the management and if targets are met the organisation receives cash rewards from the car manufacturers.

Carlson added: “We compared rostrvm with the existing solution we had in house and what it would cost us to add all the extra technology we needed. It is fair to say that the combination of the inbound/ outbound software, all of the reporting and extra functionality rostrvm provided, and that it integrated into our Avaya Index system meant that from a cost point of view it was a very attractive business proposition.”

21 Jun 2007

Filed under Technology , Outbound dialling, Rostrvm