Lead Control Center
Lead management process
Data Input
Data Processing
Leads in parity
TCM <5 months
Contract ends
Telephone Contact
Telephone Contact
sms
Follow Up
Reporting
AGENTS
- Our specialized Customer Contact Agents have experience within the automotive sector and 1 to 10 year seniority in the company.
- We focus on response time and meeting all timelines established for each project.
- ‘Ad-hoc’ campaigns are introduced into the communication process when necessary to enhance the message to the customer.
- Ability to use internal and external systems on demand.
- The agents receive training on a regular basis, new projects and refresher training, weekly orientation meetings, coordination with the consulting team.
- Flexible working day to meet customer contact time requests, communication via all contact channels.
IT, REPORTS AND ANALYSIS
The IT Department develops and maintains reports to communicate the following aspects:
- Customer contacts and possible actions requiring dealer/brand/finance entity intervention.
- Status of continuous follow-up with dealer and customer to record effective appointments, scheduled further contact and final decisions.
- Customer decision report, analysis of KPIs for each project, integrated within the reporting mechanism of each brand.