Consumer Links was commissioned to support the Customer Service function (voice and digital) of North America’s largest carwash membership service. The model is like that of a gym membership – members sign up to a car wash via a monthly subscription fee and can have unlimited washes/different levels of wash plan.

Via telephone, email, SMS and Webchat, Consumer Links assists customers in over 1000 locations across the United States. We are not only assisting the car wash members but also car wash attendants and car wash owners (who call on a separate ‘VIP’ line.

Total Calls Handled per Month

The campaign runs 24/7, 365 days a year. Having initially outsourced to India, our client was disappointed in the service received and, having heard good things about South Africa as an outsourcing destination (and Consumer Links in particular), decided to choose Consumer Links as it’s new outsourcing partner.

Having initially proved concept, the campaign has seen organic growth over the first 9 months.

The above tables reflect call volumes handled. Agents are simultaneously dealing with SMS / E-mail / Chat enquiries. The agents who work through the night are exclusively working the digital channels.

Average Call Handling Time

While the priority in this customer service arena is for the inbound query to be resolved and the customer to be satisfied, our client does request that Consumer Links keeps under an average call handling time of 6minutes.

You can see above that, apart from a month 1 bedding-in period, Consumer Links was quickly able to ensure all calls were handled in an average time of below 6 minutes, even under 5 minutes in some months.

This is testament to the hard work of our internal support team – team leaders, quality assurance agents, trainers and our Learning and Development Team.

Average Wrap Time

Another client KPI is to maintain a wrap time under 1 minute. Apart from month

1, this has been hit since campaign inception.

CSAT

Our client has recently implemented a star-rating system, allowing customers to rate their experience, with Consumer Links agents currently sitting at a 4.8 rating – with feedback examples below.