Person to Person Quality℠ was asked to evaluate the Customer Experience with the toll-free reservations line of a well-known rental car company. Our research uncovered communication problems our shoppers were having with the reservation agents at the call center, which was located offshore, and how they were impacting the customer experience.
Callers who had trouble understanding the reservation agents reported longer call lengths, lower satisfaction ratings, and less likelihood to use the service again, or recommend it to others, based on their experience. Our client was able to identify training needs and opportunities, and worked with its call center contractor to address the communication problems. Additional rounds of mystery shops were conducted after a series of changes had been made, and revealed improvements on both communication and customer satisfaction performance metrics.