Outbound Call Center Featured Article

Adelaide Contact Center Chosen by Toyota

By David Sims
TMCnet Contributing Editor

A contact center in Australia has been chosen for Toyota Fleet.

Adelaide’s contact center Contact 1-2-1 has been tapped to operate the Toyota Fleet Contact center (TFCC) for its national dealer network and sales and marketing teams for the next three years. Vic Johnston, manager of Fleet Strategy for Toyota National Fleet, said that the goal is to make the TFCC an integral part of the Toyota Fleet sales and marketing team.

Contact 1-2-1 Director and General Manager of Operations, Wayne Boden, said that the new TFCC team would initially comprise six Toyota trained consultants.

“To achieve this we will continue to streamline and improve our systems and processes for dealers and customers, so that we can free up this valuable resource to create high value sales leads for our dealers,” Johnston said.

Deborah Bacon, Toyota Australia’s corporate manager National Fleet, said that Contact 1-2-1 was selected based on “its extensive experience providing contact center services for large corporate clients in Australia and overseas, across sectors such as energy, travel, retail, automotive services and telecommunications.”

In the short term the main role of the new TFCC is to provide support for Fleet Administration for dealers and customers, and for Toyota Fleet Marketing campaign support and lead management, according to Contact 1-2-1 officials.

“To further improve availability and services, the TFCC operating hours have been extended, and we have also added a little more of a ‘human touch’ for Toyota Fleet’s customers,” said Boden. “Rather than being directed to a recorded message, after hours calls are now answered by a real person who identifies themselves as Toyota Fleet on a 24/7 basis.”

This is a company that’s been around for a while. In 2007 TMC’s (News - Alert) Calvin Azuri reported that Contact 1-2-1 signed a contract with Intelematics Australia, a telematics provider to the automotive sector. As per the terms of the contract, Contact 1-2-1 handled the inbound calls of Intelematics.

Contact 1-2-1 “has sensitized a lot of its automotive clients about the need to build a cordial and professional relationship with customers. Most companies tend to overlook this important aspect and consider inbound call center services an avoidable expenditure,” according to Azuri.