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 renta-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
53%
47%
450 employees
322 lines
28 nationalities
Avis
11 countries
Budget
8 languages
Average Age: 31
3. Countries covered
11 countries / 8 languages
Holland :
UK :
11.5 FTE agents
78 FTE agents
1Team Leader
5 Team Leaders
1Team Coordinator
+1.3 M calls per year
+ 100 000 calls per year
French Group
German Group
France/Belgium/Switzerland FR
Germany/Austria/Switzerland DE
64 FTE agents
30 agents
5 Team Leaders
2 Team Leader
+1.M calls per year
+ 400 000 calls per year
Portugal :
10 FTE agents
Czech Republic
1 Team Leader
3 agents
+82 000 calls per year
1 Team Leaders (shared with SP)
+ 5 000 calls per year
Spain :
Italy :
43 FTE agents
38 FTE agents
3.5 Team Leaders
3 Team Leaders
+ 800 000 calls per year
+ 530 000 calls per year
Some figures
Volume country share
Holland
2%
Portugal
2%
Switzerland
2%
Italy
13%
Austria
1%
Czech Republic
0%
France
22%
Belgium
2%
Germany
8%
Spain
19%
UK
29%
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
[email protected]
335 5988448