Vic Johnston, Manager of Fleet Strategy for Toyota National Fleet, says that the goal is to make the TFCC an integral part of the Toyota Fleet sales and marketing team.
“To achieve this we will continue to streamline and improve our systems and processes for dealers and customers, so that we can free up this valuable resource to create high value sales leads for our dealers,” Mr Johnston said.
Deborah Bacon, Toyota Australia’s Corporate Manager National Fleet, said that Contact 1-2-1 was selected based on its extensive experience providing contact centre services for large corporate clients in Australia and overseas, across sectors such as energy, travel, retail, automotive services and telecommunications.
“It was because of this experience and capability that Contact 1-2-1 was chosen to support Toyota Fleet’s sales and marketing objectives over the next three years,” Ms Bacon says. “We conducted an extensive tender process to ensure that we found a partner that both shared Toyota Australia’s culture and was capable of delivering these critical programs for Toyota Australia.”
In the short term the main role of the new TFCC is to provide support for Fleet Administration for dealers and customers, and for Toyota Fleet Marketing campaign support and lead management.
Contact 1-2-1 Director and General Manager of Operations, Wayne Boden, said that the new TFCC team would initially comprise six Toyota trained consultants.
“To further improve availability and services, the TFCC operating hours have been extended, and we have also added a little more of a ‘human touch’ for Toyota Fleet’s customers,” Mr Boden says. “Rather than being directed to a recorded message, after hours calls are now answered by a real person who identifies themselves as Toyota Fleet on a 24x7 basis.”
To harness the opportunity that new people and ideas bring to the Toyota Fleet team, Toyota Fleet’s Strategic Services group has implemented an ongoing training and development program for the TFCC team at Contact 1-2-1. This is led by Mark Elbaff who has had extensive Call Centre and systems experience.
After only the first week of operation with the new team, Mr Elbaff said that they are “energetic, professional and keen to learn”.
“The Toyota Fleet team is already challenging the old ways of thinking and coming up with ways to improve our Fleet processes and grow our Fleet business,” Mr Elbaff said. “We are confident that we have made the right decision, and that the new TFCC at Contact 1-2-1 will provide a partnership where we can extend our levels of customer service and implement Toyota Fleet’s on-going sales, service and marketing programs.”
Contact 1-2-1 is an award-winning multimedia contact centre that provides call centre and BPO outsourcing services to some of the largest global companies in Australia and overseas. Some of the world’s largest brands have selected Contact 1-2-1 as their voice and business partner of choice. Contact 1-2-1 provides a full range of inbound and outbound contact centre services through its operations in Adelaide, Sydney and Southport, QLD. These include Customer Service, Sales, Sales Support, Telemarketing, Survey, Help Desk and BPO services via all media including phone, email, mail, web chat, fax and SMS.
Media Contact Details
Phone +61 1300 725080
Toyota Fleet Australia
Toyota Motor Corporation Australia Limited
Phone +61 2 9710 3144
Martin Bill, Managing Director, Contact 1-2-1
P: +61 1300 725080