Avis Contact Centres Review VI Contact Centre Summit Roma 26 Giugno 2009 Palazzo Rospigliosi Angelo...
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Transcript of Avis Contact Centres Review VI Contact Centre Summit Roma 26 Giugno 2009 Palazzo Rospigliosi Angelo...
Avis Contact Centres Review
VI Contact Centre SummitRoma 26 Giugno 2009Palazzo RospigliosiAngelo Brienza
Dimensioni del mercato Noleggio a breve
• Oltre 1 mld di euro di fatturato nel 2007
• ll noleggio a breve termine è un sistema che, nel 2007, è stato in grado di far utilizzare, in media, ogni veicolo a oltre 40 persone diverse
• Utilizzo / Loading Factor del 70% è un segno forte nella direzione dell’efficienza operativa.
• I 1750 punti di noleggio distribuiti nel territorio e gli oltre 117.000 veicoli a disposizione sono testimonianza di un ruolo sempre più incisivo del rent-a-car nel campo dei trasporti (nbt + nlt 15% dell’immatricolato).
1. Centre organisation - Consolidation
• 2000 Consolidation of Reservation Centres in 2 Contact Centres
• 2006 Consolidation of the 2 Contact Centres in Barcelona
2. Reservations circuit
450 employees
28 nationalities
11 countries
8 languages
47%
53%
Average Age: 31
322 lines
Avis
Budget
3. Countries covered
UK :
78 FTE agents
5 Team Leaders
+1.3 M calls per year
French Group
France/Belgium/Switzerland FR
64 FTE agents
5 Team Leaders
+1.M calls per year
Portugal :
10 FTE agents
1 Team Leader
+82 000 calls per year
Holland :
11.5 FTE agents
1Team Leader
1Team Coordinator
+ 100 000 calls per year
German Group
Germany/Austria/Switzerland DE
30 agents
2 Team Leader
+ 400 000 calls per year
Italy :
38 FTE agents
3 Team Leaders
+ 530 000 calls per year
Spain :
43 FTE agents
3.5 Team Leaders
+ 800 000 calls per year
Czech Republic
3 agents
1 Team Leaders (shared with SP)
+ 5 000 calls per year
11 countries / 8 languages
Some figures Volume country share
Italy13%
Austria1%
Switzerland2%
Germany8%
UK29%
Spain19%
Belgium2%
France22%
Holland2%
Czech Republic0%Portugal
2%
4. Key Performance Indicators
• Volume OfferedNumber of calls received by half-hour, hour, day, month. By line, by country.
• Lost Calls% of handled calls against offered calls.
• Conversion ratioRatio between number of reservations created and number of calls handled.Conv. Ratio objective are set for the all year by market/country.
• Cost per callIndicates the real operation cost of the centre. Is equal to total costs of the centre divided by number of calls handled.
• No Show
6. Training & Development
3 weeks induction training
ISIS System Avis Products Soft Skill trainings
– Service
– Sales
Training & Development
• Coaching commercial
• 12 months 12 topics
• Agent PLUS (PProgress-LLearning-UUpward-SSupport) • 2006-2009: 23 agents
5. Performance Management
• Evaluation & Coaching
• Incentive programs
• Employee satisfaction & People development
• Data Vantage