New tech helps RAC customer journey

New tech helps RAC customer journey

Technology is helping drivers benefit from an even better service, as the RAC turns to a new cloud solution to improve customer experience.

ContactWorld for Service is a recent cloud-base contact hub courtesy of NewVoiceMedia.

The RAC is famous for vehicle breakdown services. But we also provide test-drive, product data and other customer services to motorists with new vehicle warranties on the car manufacturers' behalf.

And with figures for last year just in, we've seen the customer satisfaction rate has climbed to well over nine in 10 (93%), according to our frequent mystery shopper initiative.

Improved call handling has seen a Net Promoter Score (NPS) soar by over 20% to more than 60 from the previous 50 rating. This NPS management tool helps companies assess the loyalty of their customer relationships.

The new cloud system has helped the RAC lower abandoned call proportion to under 3% last year, from 7% the year before. The organisation makes sure that all calls are responded to in under 20 seconds.

NewVoiceMedia had totally "transformed" the manner in which both inbound and outbound calls are handled.

In addition, the platform's after-call polls help the RAC to gauge customer experience. It also helps shed light on staff performance and contributes towards issue resolution and training. Dialling errors are also reduced.

The technology gives operatives customer data prior to a call starting, enabling them to deal with calls even more efficiently.

RAC service delivery manager David Peate said: "NewVoiceMedia has completely transformed the way we handle our 54,000 inbound and 60,000 outbound calls each year on behalf of our corporate customers.

"We selected NewVoiceMedia as we wanted the very best technology in order to offer an outstanding service each and every time. Since deployment, we've achieved that, and much more.

"We've improved efficiencies within the business and with ContactWorld's real-time reporting the team can keep on top of changes in call volumes and the reasons for those calls, enabling us to improve our processes and service every week."

Copyright Press Association 2015