Call centre drives record car sales
23 May 2012: A partnership between leading north east call centre Respondez and automotive solutions business Magma Group has driven a record number of new car sales. Respondez, the specialist outsourced solutions provider based in Hartlepool, began work with Magma Group in March 2011 and was tasked with supporting the company’s new solution for customers to buy new Fiat cars, allowing them to book a test drive, browse stock or buy a new car either online, on the phone or in-store.
Since opening in July 2011, Magma has been supported by Respondez’s contact centre agents, who are proficient in managing multi channel contacts in addition to the store staff based in the retail outlet in Birmingham.
Using a Magma-developed CRM system that allows a single view of the customer, the two Respondez teams in Hartlepool and Birmingham work seamlessly together, ensuring that the customer receives a great service irrespective of which channel they choose to interact. With the launch of Fiat Click, customers can now order a car which matches their exact needs all with just a few clicks of the mouse.
Julian Stockton, General Manager for Fiat Click said: “Since our launch last summer, and thanks to the hard work of all our staff, our customer feedback has been phenomenal. We’ve been overwhelmed by the positive customer response we are receiving. It’s fantastic; everyone seems to like the concept, the customers love the way we help and advise them on their car choice. Customers enjoy the process of buying rather than being sold to. Our processes make it easy for customers, especially when they compare it to traditional dealerships and the hard sell process they normally get in showrooms.
“The team of advisors from Respondez are a core part of the programme success, relying on their expert knowledge and ‘softer’ skills to help customers buy and this approach seems to resonate with customers. Just last week, four Fiat 500 cars were bought by two couples who preferred the soft sell option and were more comfortable with the new way to buy.”
Ian Chapman, Risk, Compliance and Quality Manager at Respondez was responsible for organising the training of the team of advisors. He said: “The team has worked brilliantly to help bring this new and unique concept to life. With expert guidance and leadership from Fiat Click, the concept is now thriving and it is fantastic to get so much positive feedback.”
Respondez’s reach is global, with multinational companies using the centre in Hartlepool as a base for their European operations. The company is part of the Indian-owned corporate group Spanco and provides a full outsourcing service including technical support, back office support, customer care and acquisition.
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