Arema Connect is happy to announce that we have acquired a new client in the area of fleet management. The automotive, transport and logistics sector has a set of specific requirements for outsourcing to any call centre. This post describes our new client’s requirements, the process followed by Arema Connect team to set the contract and how we are providing first class telephone answering service and administrative support to our client and their customers alike.
About the company
Our client is a leading fleet management company. They provide range of services to their customers including vehicle financing, vehicle maintenance and repair, vehicle telematics (tracking and diagnostics), accident management and long/short term rentals.
“Arema Connect has over 10 years experience working with national and international car dealers, vehicle manufacturers and transport companies. During this time we have developed strong ties within the sector and tailor made our services to meet our clients’ requirements.”
Our Dedicated Telephone Answering Service and Administration Support Team
Our client was looking for a call centre to support their day to day activity. After a competitive process, we were selected as their drivers and suppliers first point of contact. Their ‘driver hotline’ phone was directed to our call centre last month. Moreover, we were granted access to their in-house software and their customers’ database.
A dedicated team of five call centre agents has been appointed to support our client. Additionally, an overflow customer support team is ready to answer any calls during peak times. All our agents have been comprehensively trained so they can follow the processes and procedures that were provided by a senior representative of our client. All information has also being logged in our internal knowledge management system and training material was uploaded in our learning management system. This ensures that our agents have quick access through our customer relationship management (CRM) to client’s information as required.
Arema Connect team provides first call resolution to frequent asked questions. Typical queries include accidents, breakdowns reports, tyre advice, service /repair bookings, road tax inquiries, and other driver support questions (e.g. quotation, car policies…). Additionally, calls are escalated to our clients’ in-house team and to their suppliers’ network in order to resolve more technical questions. Our agents liaise with three main in-house teams: Vehicle Off The Road, Commercial Vehicle Testing and maintenance supplier technical queries Team.
All calls are recorded and logged into our CRM for monitoring and quality purposes.
We anticipate a long term relationship with our client. Service levels have exceeded the industry standards and our team is delighted to support our clients operations. For further information about our services and other case studies, please contact us.
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