The Auto Customer Service Roundtable examines how to best leverage people, technology, and tools to provide best-in-class servicing and keep pace with evolving customer expectations. Representing a mix of captive and non-captive lenders, participants share their strategies for an array of operational objectives – including both contact center and off-phone activities.
Sample meeting topics include:
Identification, tracking and remediation processes
Alternate Contact Channels
Customer communication through chat, text, and other channels, and the effect on call volume and the contact center
Organizational structures, onboarding processes, QA & coaching strategies, talent development, and engagement and anti-attrition initiatives
Off-Phone, Back-Office Operations
Titles, payoffs, and other areas of concern for servicing loan and lease accounts