Distribution team launches centralised customer contact centre
August 21, 2019
Tata International’s Distribution team in Africa launched its customer contact centre in June 2019, with a team of five customer care executives. Over a period of time, both sales and service satisfaction will be covered for all three businesses: Tata Motors, John Deere and Jaguar Land Rover.
Mr Rajan Somvanshi, Head Business Excellence (Distribution), led the strategic project. Conneqt Business Solutions Limited (previously known as Tata Business Support Services) has been selected as a partner to roll out the initiative. The team will operate from Pune (India) and will cover all the 12 countries of African operations. This centralised team will use three languages viz. English, French and Portuguese to ensure alignment with the regional diversity of customers.
In its continuous pursuit of providing the best customer experience, the Distribution team has been conducting Post Service Feedback (PSF) customer surveys through Tata Motors in all key markets.
In line with its strategic aspiration of ‘It’s all about Uptime’, the team will now move to the next level of customer engagement wherein it will start to measure the Net Promoter Score (NPS) for service satisfaction measurement.
NPS is a more agile and actionable feedback as compared to PSF survey of random customers, and the team will be taking feedback from 100 per cent of the customers that get their vehicles serviced. If the customer rating is below or equal to 6 out of 10, then a default customer complaint will be logged to enable immediate corrective and preventive action on an ongoing basis. Further, a good NPS score will also indicate the customer’s loyalty quotient and their willingness to advocate / recommend the brand to their peer group, business associates, industry / business segment opinion makers and potential customers.
