Motor Trader The award-winning and longest running UK magazine for car retailing professionals. Your first stop for News, Jobs and Reports for the motor industry.
Swansway Motor Group has seen a surge in business generated by its contact centre following investment in new systems and new training for staff.
The results come as the group promoted Abigail Daniels to contact centre manager at its headquarters in Crewe.
During the year the centre’s team was strengthened with nine new arrivals to the team, a new call system which allows for in-call-coaching, ensuring both customers receive the best service, while team members can continuously develop.
Additionally, tailor-made training courses conducted by group sales training manager, Marc Evans, are increasing the professional development available to centre staff.
This has seen an increase in customer retention, an increase in vehicles booked from 5,518 by October 2022 to 7,020 by October 2023.
There has also been an increase in average hours booked per day from 10,725 by October 2022 to 13,328 by the same time this year.
Daniels joined the business in June 2015 as a customer service executive, and since then has worked her way up the ranks.
In January, Abigail took her maternity leave, and it was upon her full-time return to the business that Abigail was presented with the promotion to Contact Centre, an opportunity that she couldn’t refuse.