Fleet News

Automated customer services lines 'waste of company time'

A study by Venson Automotive Solutions has shown 57% of people phoning an automated customer service line wait on average for between 10 to 15 minutes before the call is answered.  

Nearly 10% said they spend over 25 minutes in an automated queuing system, according to a new survey from the company. Venson believes that direct access to an accountable customer service team is crucial for busy fleet managers and drivers, and says that call centres, voicemail and sitting in queues is unacceptable for any business focused on productivity and profitability.

In addition, Venson urges businesses to ask, “When did we last see the account manager of our fleet management supplier?”

If a fleet manager hasn’t spoken to the account manager within the last six months, it could be time to call into question the supplier and look around for an alternative provider with a more hands-on approach.

“Our survey shows that automated phone systems leave over half of customers in a queue for up to 15 minutes,” explained Simon Staton, client management director for Venson Automotive Solutions.

“In the fleet sector,this can be as a result of suppliers becoming too big to offer a more personalised and hands on approach to account management.

“A smaller fleet management provider can often remove needless delays from automated systems, as they are better placed to provide fast, direct access to managers and senior staff. By choosing an independent provider, businesses can also be sure that the service is driven by their needs, rather than the demands of a manufacturer or finance house.

“Of course, technology, such as dashboards, Apps and portals all play a vital role in effective fleet management, however, accountability is vital in a successful fleet management relationship. Venson believes that customers should expect management support that will take ownership of issues from the outset through to resolution, which includes regular contact for the fleet manager and the drivers, with their account manager."

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Comments

  • Robberg - 09/09/2016 11:19

    We use a small leasing company for this reason as well as the other benefits from having the personal touch They can easily cope with our 500 car fleet and frequent contact with not only the account manager but also access to senior staff who know who you are is invaluable. If they were to change to an automated queuing system I’ll be looking for another supplier.

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  • Alan Darcy - 09/09/2016 11:55

    Another "No Shit Sherlock" moment ? These call-handling systems are never put in place for the benefit of the customer, despite what the company in question may tell you. They are just a way of saving the company money (short-term view - put forward by accountants), and generating revenue from kick-backs from the teleco by keeping you on the line as long as possible.

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  • Derek webb - 09/09/2016 12:53

    Could not agree more, same goes for those PA's who perpetually revert to voice mail what's the point of them if they don't answer the phone? On that subject many senior exec's would do well to try to ring themselves,

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