Avis Contact Centres Review

VI Contact Centre SummitRoma 26 Giugno 2009Palazzo RospigliosiAngelo Brienza

Dimensioni del mercato Noleggio a breve

• Oltre 1 mld di euro di fatturato nel 2007

• ll noleggio a breve termine è un sistema che, nel 2007, è stato in grado di far utilizzare, in media, ogni veicolo a oltre 40 persone diverse

• Utilizzo / Loading Factor del 70% è un segno forte nella direzione dell’efficienza operativa.

• I 1750 punti di noleggio distribuiti nel territorio e gli oltre 117.000 veicoli a disposizione sono testimonianza di un ruolo sempre più incisivo del rent-a-car nel campo dei trasporti (nbt + nlt 15% dell’immatricolato).

1. Centre organisation - Consolidation

• 2000 Consolidation of Reservation Centres in 2 Contact Centres

• 2006 Consolidation of the 2 Contact Centres in Barcelona

2. Reservations circuit

450 employees

28 nationalities

11 countries

8 languages

47%

53%

Average Age: 31

322 lines

Avis

Budget

3. Countries covered

UK :

78 FTE agents

5 Team Leaders

+1.3 M calls per year

French Group

France/Belgium/Switzerland FR

64 FTE agents

5 Team Leaders

+1.M calls per year

Portugal :

10 FTE agents

1 Team Leader

+82 000 calls per year

Holland :

11.5 FTE agents

1Team Leader

1Team Coordinator

+ 100 000 calls per year

German Group

Germany/Austria/Switzerland DE

30 agents

2 Team Leader

+ 400 000 calls per year

Italy :

38 FTE agents

3 Team Leaders

+ 530 000 calls per year

Spain :

43 FTE agents

3.5 Team Leaders

+ 800 000 calls per year

Czech Republic

3 agents

1 Team Leaders (shared with SP)

+ 5 000 calls per year

11 countries / 8 languages

Some figures Volume country share

Italy13%

Austria1%

Switzerland2%

Germany8%

UK29%

Spain19%

Belgium2%

France22%

Holland2%

Czech Republic0%Portugal

2%

4. Key Performance Indicators

• Volume OfferedNumber of calls received by half-hour, hour, day, month. By line, by country.

• Lost Calls% of handled calls against offered calls.

• Conversion ratioRatio between number of reservations created and number of calls handled.Conv. Ratio objective are set for the all year by market/country.

• Cost per callIndicates the real operation cost of the centre. Is equal to total costs of the centre divided by number of calls handled.

• No Show

6. Training & Development

3 weeks induction training

ISIS System Avis Products Soft Skill trainings

– Service

– Sales

Training & Development

• Coaching commercial

• 12 months 12 topics

• Agent PLUS (PProgress-LLearning-UUpward-SSupport) • 2006-2009: 23 agents

5. Performance Management

• Evaluation & Coaching

• Incentive programs

• Employee satisfaction & People development

• Data Vantage

Thank you

Thank You

Angelo BrienzaChannel Distribution Manager & Domestic Retailangelo.brienza@avis-autonoleggio.it335 5988448