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