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Case Study

Explore our case studies and gain valuable insight into the world of workforce management and how it’s evolving.

Case Study

Explore our case studies and gain valuable insight into the world of workforce management and how it’s evolving.

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AUTOMOTIVE OEM | CALL CENTER

Boosting Engagement +
Sales with Call Center Support

AUTOMOTIVE OEM | CALL CENTER

Boosting Engagement + Sales with Call Center Support

The Challenges

A leading global automotive OEM launched a new SmartLink plug-in device that enabled connected vehicle features without an embedded modem. As dealerships began registering to sell the product, their excitement was tempered by a complex activation process. The OEM recognized a need for a dedicated center to manage communications with 1,600 nationwide dealers.

The Action Plan

Onboarded a team of four seasoned contact center agents, backed by a skilled operations lead to oversee training and standard procedures.

Introduced a robust call monitoring system to enhance agent performance through targeted coaching and incentives.

Established a follow-up strategy to ensure ongoing training and support.

Analyzed data to identify trends, areas for improvement, and the effectiveness of our strategies.

The Action Plan

Onboarded a team of four seasoned contact center agents, backed by a skilled operations lead to oversee training and standard procedures.

Introduced a robust call monitoring system to enhance agent performance through targeted coaching and incentives.

Implemented a Vendor Management System (VMS) with robust performance evaluation protocols to continuously assess workforce quality and productivity.

Analyzed data to identify trends, areas for improvement, and the effectiveness of our strategies.

THE RESULTS

By establishing a well-defined standard operating process and implementing targeted strategies, we successfully launched the OEM’s startup call center. This initiative significantly boosted the completion rates of dealer training on SmartLink and enhanced overall sales performance.
JUMP IN DEALER TRAINING COMPLETION IN JUST 3 MONTHS
0 %
INCREASE IN SALES
PERFORMANCE IN THE 1ST MONTH
0 %

THE RESULTS

By establishing a well-defined standard operating process and implementing targeted strategies, we successfully launched the OEM’s startup call center. This initiative significantly boosted the completion rates of dealer training on SmartLink and enhanced overall sales performance.
Jump in dealer training completion in just 3 months
0 %
Increase in sales performance in the 1st month
0 %

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