Call waiting…and waiting
Most fleet managers and drivers wait between 10 and 15 minutes for their call to be answered when phoning an automated service – with 10% on hold for more than 25 minutes.
According to Venson Automotive Solutions 67% of callers have to wait for more than 10 minutes to speak to an operator.
It says 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.
It also says businesses need to ask, ‘When did we last see the account manager of our fleet management supplier?’ Venson believes that 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.
Simon Staton, client management director for Venson Automotive Solutions, ‘Our survey shows that automated phone systems leave over half of customers in a queue for up to 15 minutes. 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.
‘We provide direct access to dedicated client teams, ensuring our clients have the support they want, when they need it most.’
Venson claims that 98% of calls received are answered by its account management team within 10 seconds.