The operators who work for Perrys can face both routine questions and extremely challegning ones, so it really cover both ends of the scale. That’s why we have flexible, responsible, skilled, and unflappable advisors on that campaign. I’m so glad that Perrys are happy with our service and look forward to continuing to work with them.
Chlorice – Campaign Manager at FM Outsource
The Client
Industry: Automotive Sales
Established: 1908
Head office location: Northhampton, Northamptonshire
Number of employees: 1400+
Annual revenue: £600 million
Harold Perry founded the business in 1908 selling motor accessories. The brand grew over the years and, by the 80’s, the foundations were laid for the 51 dealerships and 30 locations Perrys has today. Perrys have always been forward-thinking and were the first UK dealership to move online in 1998, a pioneering move that positioned them as leaders in the industry.
The Objectives
Perrys were seeking a new outsourcer to help with their out-of-hours customer care. They were unhappy with their current provider as they noticed that some of their calls were being missed and messages were not be passed on to Perrys, or they lacked sufficient detail. They partnered with FM Outsource in an effort to remedy this situation and to provide a truly 24/7 service for all their customers.
The Solution
Expert Advisors
We knew that Perrys’ customers had suffered poor customer care via their previous provider so it was incredibly important FM’s advisors be experts on all things Perrys’. Our swift training through our e-learning platform allowed us to upskill experienced advisors and have them answering calls in less than two weeks.
Planned Escalation
At FM, we know that sometimes customers just need a resolution as fast as possible, especially when dealing with high-stress events such as car breakdowns. That’s why we implemented robust escalation procedures so our advisors always have the support they need to help customers, no matter the time or problem.
Technology and Automation
To ensure that no calls are missed and no messages go undelivered – with the added benefit of boosting productivity – we implemented a workflow via our customer care platform so that every single interaction would automatically go directly to Perrys with a transcript of the call and a summary note from the advisor.
The Results
FM Outsource’s team were able to move agilely into place to ensure that Perrys’ reputation was protected and could continue to thrive. The implementation of automation has vastly helped our team’s productivity. By reducing the number of admin tasks our advisors need to handle, they’re able to help customers quicker – as many as 20 calls per hour on average – whilst also being free to spend more time on the really important and urgent interactions.
We currently handle an average of 500 calls a month as an overflow service to their own internal experts. We work closely with their team to ensure that our knowledge is always up to date and that we can help customers even in the most difficult of situations. And, as a result of our escalation processes, we’ve been able to help customers swiftly and professionally, even during stressful emergencies such as motorway breakdowns.
I don’t think anything like this has happened in my 10 years here! I thought your advisor handled the situation really well though considering there was very little she could do while on the phone and also that it was quite a difficult line. She remained polite, calm and helped the situation come to a sensible conclusion.
Adam Tyer – Contact Centre Manager
(Regarding a customer who was dealing with major malfuction on the road and was extremely upset and panicked)