Driving Up the Customer Service Experience
In 2011 the voice of the customer revealed AvisBudget (ABG) ranked 8th out of the top 11 carriers for rental car satisfaction (J.D. Power and Associates). They came to R3 to help with some big changes- improve all aspects of the customer experience being provided by over 150 internal and outsourced reservations centers around the world.
The Challenge: Shift the thinking of agents and supervisors from metrics focused to customer centric. Oh, and don’t forget to make it engaging, empowering and globally relevant.
We collaborated with leadership at AvisBudget and two of their leading outsourcers, WNS and Televista, to put agents and managers in the driver’s seat. How’d we do it?
The training provided a common language and skill set for ABG and their outsourced call center partners, and as a result, they were able to transition from confrontational to collaborative. Supervisors are now focused on coaching to behaviors and creating a positive coaching experience for the agents. Great coaching sessions have led to increased employee engagement and an improved customer experience.