Toyota picks Listening Company for contact centre

The Listening Company, the UK's leading customer insight specialist, has been appointed by Toyota to manage both its inbound and outbound contact centre activity.

As part of its drive for ever greater efficiency and improved customer service, Toyota decided to consolidate a number of separate contact centres into a single, combined operation.

Following an extensive review process, it chose The Listening Company in Richmond as its preferred partner for the first phase of consolidation - with more activity likely to move across at a later date.

To support the new Toyota operation, The Listening Company has created a unique environment on the top floor of its Richmond premises dedicated to meeting all of Toyota's current and potential contact centre ambitions.

The area is fully branded to replicate a Toyota dealership complete with break-out area where telephone advisers can relax during breaks.

Point-of-sale materials, posters, merchandise and DVD screens complete the look and help to ensure that advisers feel part of the Toyota brand.

The Listening Company will be responsible for handling all sales enquiries from existing and prospective Toyota customers, who are looking either to replace an existing car or purchase a new vehicle altogether.

This includes fulfilling requests for brochures, arranging test drives and dealing with all mail and email correspondence.

All customer enquiries relating to Club Toyota, the loyalty scheme that offers benefits to Toyota drivers including RAC Roadside Assistance and discounts on motor insurance, will also be administered by The Listening Company.

Robin Bache, Account Director, The Listening Company, commented: "The Toyota brand has always been synonymous with high quality and we look forward to providing Toyota customers with the high level of service that they have become accustomed to.

"At The Listening Company we are dedicated to providing excellent customer service across a wide range of communication channels, whether it be by phone, email or letter.

"We look forward to having a close and productive working relationship with Toyota".

Mark Hall, Marketing Director at Toyota, commented: "Providing a consistently high level of customer service is vital to our success and we decided that the best way to do this was through a single contact centre provider.

"The Listening Company impressed us with their proactive approach, expertise and knowledge of the car industry.

"We look forward to developing our relationship with them in the future".

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