Avis Europe Plc, one of the leading car rental companies in Europe, Africa, the Middle East and Asia, has been a long-standing customer of CC. We provide a range of services to Avis Europe, including consultancy, implementation and support of contact centre and telephony solutions. These include:-
- Identification of opportunities to reduce costs or improve the customer experience
- Feasibility study of CTI and speech recognition technologies
- Independent consultancy to assist with the set up of a shared service centre in Budapest
- Implementation and maintenance of telephony platforms
CC investigated the customer experience from the booking process, through to post-sales customer service, in order to identify opportunities to reduce cost through operational efficencies, whilst enhancing levels of service. The assignment proposed a number of immediate and longer-term wins, which included process improvements and the use of multi-channel and self-service technologies.
CC helped Avis Europe to understand the changes to its culture and organisation to embrace new processes, systems and ways of working. CC contributed to the management drive for better communication and commitment.
In March 2004, Avis Europe outsourced the management of all voice-related technologies and carriers within its contact centres to CC.
"The contact centres have seen a marked improvement in the consistency and quality of the service that they receive since CC has taken over. In particular, CC's expertise in managing carrier relationships has resulted in reduced service downtime, resulting directly in increased revenues. The Contact Centre managers are delighted".
Robin Gardner, Voice and Data Service Delivery Manager, Avis.
