Stoke on Trent, UK: Contract hire and fleet management company Prohire has boosted customer service by reducing call handling times through a new partnership with TNS 365.
Prohire provides vehicle rental and contract hire to commercial vehicle operators and also offers service and maintenance, accident repair management and fleet compliance. TNS 365 provides call centre services as well as commercial vehicle and trailer breakdown repair.
Gary Banister, group operations director at Prohire Group, said: “Prohire has built a highly successful business by providing exceptional customer service. Call handling was an area of operations we felt we could further improve by working with a third party and this has proved to be the case. In fact, TNS 365 has enabled us to significantly reduce call handling times both during office hours and out of hours. This has been especially helpful while we roll out a new phone system in our offices.”
TNS 365 says that its extensive network of dedicated commercial vehicle technicians means that Prohire customers are never more than 90 minutes from a mechanic – and most are less than an hour away.
TNS 365 provides Prohire with an overflow call centre service during office hours, handling calls when Prohire’s own operators are experiencing high demand. The company also acts as Prohire’s out of hours breakdown and repair service from 6pm to 7pm.
Banister said: “Being able to tap into TNS 365’s after-hours breakdown and repair network has been excellent in terms of enhancing support for our customers. They are helping us to support 260 customers across the UK and Ireland, with more than 4,000 vehicles.”
