Avis in South Africa
Avis in South Africa grows and improves its customer contact center.

Avis had previously acquired MD110, which was then upgraded. Avis also replaced its standard call center manager with Solidus eCare™ 4.1. Previously, the problem had been scaling the old call center to suit the needs of the expanding business.

The new solution provided skills and priority-based routing functionality, which meant that waiting times were reduced as more agents became available for different groups. This improved routing, combined with on-hook waiting functionality, also led to fewer abandoned calls.

Avis’ contact center has now evolved from a 45-agent, voice-only facility into a 200-agent, multimedia operation. The abandonment rate is now down to below 2 percent, and the company can now route calls internally and externally as well as manage the call volume and emails effectively.