Executive Interview : Award Winners 2017 - Exclusive Interview With Darren Dowdy from Club Auto Ltd.
We caught up with one of the Top Ranking Performers (www.ContactCenterWorld.com/worldawards) Award winners for an interview on the pride and joy of competing and winning one of these exclusive awards!
Exclusive Interview With Darren Dowdy of Club Auto LTD
Can you tell us about the company you work for, the center you work in and your role?
Club Auto is a B2B provider of roadside services with exclusive access to CAA & AAA fleet and service network. Our inbound Solutions (Contact) Centre handles automotive requests from customers of OEMs, commercial fleets, rental companies, and much more. My role as Manager of Solutions Centre is to oversee the management and day-to-day operations of the Solutions Centre, execute on strategic operations plans and manage the relationships with our external vendors.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
We entered awards for best Customer Service, Contact Centre, Technology Innovation & Help Desk. These awards were chosen specifically due to the challenges we faced in these categories, the strategies developed to improve and the ROI post our strategy implementation.
You won one or more medals - how do you feel about being a champion?
For 25 years Club Auto has successfully managed customer experiences on behalf of the top automotive brands in the world. We’ve undergone revolutionary changes by investing in our people, processes and technology to meet evolving customer expectations. Being recognized as an industry champion in these areas is paramount to our success and growth as a top strategic partner, this milestone serves as a launching pad as we continue to expand our footprint within the automotive sector as service provider prepared for the future of automotive mobility.
Can you tell us about the sense of pride you have now that you won a medal for your company and counttry?
This accomplishment was a direct result of the efforts, values and ethics demonstrated by our internal stakeholders, our Talent and Culture team for ensuring that every single new employee is a fit for our organization, Training for always making sure the learning material is robust and fun, Technology and Innovation on their implementation speed, Solutions Centre Supervisors and staff for always transforming negative car ownership events into positive brand experiences.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
At Club Auto we pride ourselves on process as being one of the only roadside providers to be ISO certified. Participating in the Top Performer Awards has given Club Auto the opportunity yet again to stack our business processes against others in the industry to truly measure best in class.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
These awards are essential to any organization with a contact centre, the insights are invaluable as these events foster a collaborative format where leaders, executives and even frontline agents can share best practices, brainstorm on strategies or gain exposure to new in-market technologies to help improve their contact centre.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters - imagine you are writing a paragraph to encourage others to attend the entire event!
Fellow presenters shared a wealth of knowledge from incentive schemes, engagement initiatives and contact centre designs, to driving Customer SAT scores, improving efficiency and making the monotony of the contact centre fun.
About the awards:
Every year ContactCenterWorld.com runs the world's largest and most prestigious awards program for inhouse and outsourced contact centers which typically attracts entrants from around 50 countries. Find out more at www.ContactCenterWorld.com/worldawards
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Connecting to the Future of Automotive Mobility Founded in 1992, Club Auto is a client-centric organization that works exclusively with automotive clients, focusing on delivering experiences for their customers. Initially, Club Auto partnered with Canadian automotive manufacturers to provide roadside assistance services to new car buyers as part of the car’s warranty protection. With exclusive access to the CAA service network across the country, Club Auto provides the highest quality roadside assistance services. As a result of developing deep relationships and extensive knowledge of the automotive sector over the last 23 years, Club Auto has expanded beyond just roadside services to become a leading customer experience management company in the automotive sector. Today, Club Auto’s core competencies include: - Roadside Assistance - Contact Centre Operations - Technology Solutions - Data Reporting & Analytics
Published: Monday, August 28, 2017
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