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Knoah enables an American transcription company for U.S. automotive dealerships to become more efficient, effective, and customer-retentive

The Problem:

The client wanted Knoah to transcribe customer calls in near real time for the various automotive dealerships in the U.S that they serviced. This transcript document was meant to capture details of the conversation between the customer and the executive handling the account, which would educate
dealership owners about the issues faced by customers, how they were handled and their resolution. These documents would also help convert calls into sales or service, and keep the dealership owners informed about customer attrition or dissatisfaction with service.

Initially, the client’s in-house call center offered this convenience to their own dealership. With the expansion of this business model to other automotive dealerships, the number of customer calls began to increase. The client then decided to partner with Knoah Solutions to transcribe customer calls for all their dealerships.

The Solution:

Our first step was to understand American automotive dealership jargon and how the auto industry dealership operates from a phone perspective. Knoah’s team of agents was trained by a language coach in speech and terminology used frequently in this domain of the industry. Adequate research was done on this domain, and training materials were prepared for the new recruits who we inducted. The curriculum was developed internally, and a two-week training program ensured that the new recruits were ready when they started work with the client.

The client required robust processes, mature tools and stringent quality checks when handling the growing set of dealerships and customer calls. This established a need for a professional approach and experienced personnel to turn out high quality transcripts within quick turnaround timelines of less than an hour. ‘The Knoah Way’ endeavored to not just fulfill all these requirements but go the extra mile – we captured details of the conversations between the customer and the executive, identified reasons for the call, ensured the message reached the correct department, fixed service and sales appointments and complaints while making sure they were resolved.

Our methodology made our agents more effective, and reduced the cycle time from three hours to one. It also increased the number of alerts that came to the dealership. In addition, we adopted a flexi-work model as well as a work from home model geared to cater to the hours that the dealerships operated in the U.S. These agents were engaged on a per transaction basis and work was scheduled ahead of time.

The road ahead includes using our speech analytics technology to identify and segregate customer calls (before they come to an agent) into sales calls, service calls, finance-related calls, and complaints, amongst others.

Results:

After partnering with Knoah Solutions for transcription of its customer calls, the client was able to:

  • Improve their tools and mature their processes, to offer end customers an enhanced service experience
  • Introduce a degree of automation into the transcription process in order to reduce turnaround time and efficiently meet volume spikes
  • Drive overall operational excellence and maintain high quality and compliance levels

Conclusion:

Knoah Solutions’ robust tools, mature processes, agent training programs, skill sets and experience resulted in clients receiving quality performance from their service teams. We endeavored to embed our 35 member strong team into the client’s business to understand their culture, corporate values and overall business goals.

As strategic partners to the client, we focus on leveraging our ability to embrace change, meet volume spikes, and introduce improvements in the client’s environment so that we can effectively and efficiently troubleshoot end-customer issues, reduce customer attrition and enhance overall customer satisfaction.

Visual representation of key benefits

Before Knoah’s intervention After
  • Limited customer support team
  • Lack of streamlined tools and processes
  • Operation was incurring a lot of expenses
  • Increased customer service team from 2 to 35
  • Revamped training and recruitment processes
  • Provided robust reporting
  • Tracked FCR and simplified KPIs
  • Customers increased to 180 from 7-8 in 2009
  • Improved tools and matured processes
  • Quick turnaround times of less than one hour for transcription of customer calls
  • High quality and compliance standards
 
Client
A US based call monitoring company that services automotive dealerships
 
Industry Vertical
Automotive industry
 
Knoah’s Service Offering/Channel
Real-time Transcription and Customer Support Solutions
 
Solution Delivered
Improved tools, streamlined processes, training, revamped QA control parameters
 


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    CCW

    17th Annual Call Center Week 2016
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    June 27 - July 01, 2016
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    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.