Avis Budget Group
Car Rental Case Study
Consilio created globally relevant training programs that increased employee engagement and improved customer experience.
The Situation
In 2011, consumer research firm J.D. Power and Associates ranked AvisBudget (ABG) eighth out of 11 top carriers in the US.
ABG came to Consilio to help with improvements to all aspects of the customer service experience that more than 150 internal and outsourced reservations centers around the world were providing.
We had to start by shifting agents’ and supervisors’ mindsets from metrics-focused to customer-centric. Further, the training had to be engaging, empowering, and relevant to a global audience. Challenge accepted!
The Solution
Consilio collaborated with AvisBudget leadership and two of their leading outsourcers, WNS and Televista, to put agents and managers in the driver’s seat.
This led to two customized programs. The first was a front-line agent’s guide to creating a distinctive and delightful customer experience worldwide. The second was a supervisor’s guide for coaching customer experience behaviors to ensure that the change was sustainable.
Finally, Consilio facilitators also delivered classroom training, follow-up coaching, and workshops in various high-impact centers, including Mexico and Costa Rica.
The Scoreboard
The training provided a common language and skill set for ABG and their outsourced call center partners. As a result, they were able to transition from a confrontational environment to a collaborative one.
Supervisors are now focused on coaching behaviors and creating a positive experience for the agents. And great coaching sessions have led to increased employee engagement and an improved customer experience.
- 16% increase in ancillary revenue
- 15% increase in revenue per rental
- 32% increase in “Take Rate,” or the percentage of rentals that have additional ancillary products sold
