Avis Contact Centres Review

Presentazione sul tema: "Avis Contact Centres Review"— Transcript della presentazione:

1 Avis Contact Centres Review
VI Contact Centre Summit Roma 26 Giugno 2009 Palazzo Rospigliosi Angelo Brienza

2 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 veicoli a disposizione sono testimonianza di un ruolo sempre più incisivo del rent-a-car nel campo dei trasporti (nbt + nlt 15% dell’immatricolato).

3 1. Centre organisation - Consolidation
2000 Consolidation of Reservation Centres in 2 Contact Centres 2006 Consolidation of the 2 Contact Centres in Barcelona

4 2. Reservations circuit 322 lines Avis 53% 450 employees Budget
47% 53% Average Age: 31 450 employees 28 nationalities 11 countries 8 languages

5 3. Countries covered 11 countries / 8 languages Holland :
11.5 FTE agents 1Team Leader 1Team Coordinator 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 calls per year Portugal : 10 FTE agents 1 Team Leader calls per year Czech Republic 3 agents 1 Team Leaders (shared with SP) calls per year Spain : 43 FTE agents 3.5 Team Leaders calls per year Italy : 38 FTE agents 3 Team Leaders calls per year

6 Some figures Volume country share

7 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

8 6. Training & Development
3 weeks induction training ISIS System Avis Products Soft Skill trainings Service Sales

9 Training & Development
Coaching commercial 12 months 12 topics Agent PLUS (Progress-Learning-Upward-Support) : 23 agents

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

11 Thank You Thank you Angelo Brienza
Channel Distribution Manager & Domestic Retail