Avis Contact Centres Review VI Contact Centre Summit Roma 26 Giugno 2009 Palazzo Rospigliosi Angelo 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 322 lines Avis 53% 450 employees Budget 47% 53% Average Age: 31 450 employees 28 nationalities 11 countries 8 languages

3. Countries covered 11 countries / 8 languages Holland : 11.5 FTE agents 1Team Leader 1Team Coordinator + 100 000 calls per year 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 German Group Germany/Austria/Switzerland DE 30 agents 2 Team Leader + 400 000 calls per year Portugal : 10 FTE agents 1 Team Leader +82 000 calls per year Czech Republic 3 agents 1 Team Leaders (shared with SP) + 5 000 calls per year Spain : 43 FTE agents 3.5 Team Leaders + 800 000 calls per year Italy : 38 FTE agents 3 Team Leaders + 530 000 calls per year

Some figures Volume country share

4. Key Performance Indicators Volume Offered Number of calls received by half-hour, hour, day, month. By line, by country. Lost Calls % of handled calls against offered calls. Conversion ratio Ratio between number of reservations created and number of calls handled. Conv. Ratio objective are set for the all year by market/country. Cost per call Indicates 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 (Progress-Learning-Upward-Support) 2006-2009: 23 agents

5. Performance Management Evaluation & Coaching Incentive programs Employee satisfaction & People development Data Vantage

Thank You Thank you Angelo Brienza Channel Distribution Manager & Domestic Retail angelo.brienza@avis-autonoleggio.it 335 5988448