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Swansway Group sees servicing boost from contact centre investment

Swansway Retailer Support Centre

Swansway Group’s investment in its own contact centre will help the group generate around 2,500 additional service booking next year.

The dealer group has focussed on improving data quality over the last six months, with an increase in the overall quality of the database from 66.1% to 72.9%.

The business has already surpassed its 2014 service bookings level with Q4 still to go.

Paul Woodhead, Swansway group aftersales director, said: “When I joined the group six months ago, the customer contact centre was effective, but I felt it could be expanded and more focussed placed on delivering service excellence, not just to customers but to our own centres.

“We’ve invested in more people and in training those people; we now have teams dedicated to each of our brand partners. We’ve reinforced the team feel with a new uniform of manufacturer branded polo-shirts and finally, we rebranded and revamped the centre and its title now highlights its importance within the group.

“The Retailer Support Centre does what it says on the tin, supports our centres while the brand dedicated teams deliver an even better service to our customers.”

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