• Customer stories
  • Automotive, Retail
Logi-Serve identifies high-performing call center employees for an automotive OEM
customer profile

Logi-Serve worked with a European subsidiary of an American automobile manufacturer to improve the quality of service provided by their call center employees. Those who scored high on the Logi-Serve Assessment scored significantly higher on numerous dimensions of performance on supervisor surveys At the same time, call center employees with Logi-Serve scores in the bottom 50% of the group were five times as likely to have been warned to improve their service and to have received customer complaints.

Customer

MSXI operates a variety of call center services on behalf of our client including a warranty solution program that offers new and better ways to eliminate warranty waste and streamline dealer processes to overcome warranty process inefficiencies at both the OEM and dealership levels.

Challenge

Our client sought to identify candidates with superior customer service potential so the entire program could benefit from service quality improvements.

Solution

Logi-Serve implemented our Service and Sales Assessment and created a customized benchmark using the competency profiles of the client’s top-performing incumbent employees across all three centers.

Results

The resulting benchmark successfully differentiated high- and low-performing call center employees. Those who scored high on the Logi-Serve Assessment scored significantly higher on supervisor surveys describing the level of their customer satisfaction, performance relative to peers, and overall service performance. At the same time, call center employees with Logi-Serve scores in the bottom 50% of the group were five times (5X) as likely to have been warned to improve their service and to have received customer complaints.
 

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