Call centre boost for Hereford business

A Hereford business has expanded its call centre after a 30 per cent increase in calls in the last 12 months.

South Hereford Garages launched its dedicated customer call centre in 2010 to strengthen its customer service and is delighted with its success to date.

Claire Christie, South Hereford Garages’ contact team manager, said: “We set up the Volkswagen call centre to enhance our customers service procedures and are delighted with the surge in response from customers.

“Due to the success of the centre we’re delighted to appoint Diane Evans, who joins us from a similar role with another car manufacturer, to continue to help us grow the service.

“Customers are very positive about the call centre and many have commented as to the way it improves the service they receive.”

The department was established to indentify customers’ needs in advance of their actual appointment so ensuring seamless and efficient service upon arrival.

The team has rapidly grown to meet customer demand and includes five customer service and automotive specialists, plus two Volkswagen service technicians.

Claire added: “We manage both in and outbound calls six days a week and are continually reviewing our systems as we believe you can never be complacent.

“Understanding customers needs and keeping customers satisfied has always been the company’s ethos which is delivered through personal relationships, expertise and honesty.

“We operate a stringent training programme to ensure our team are experts in their field.”