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maximizing resultsjsmd management / wrench a-part

  • JSMD VALUE PROPOSITION
  • kpis
  • time line
  • Team members

INDEX

  • Project description

Enhance Wrench A Part's purchasing department to increase car purchases, profits, and target the general and Latino market in Texas. Collaboration will improve communication, response times, and buying experience. Outsourcing to a specialized provider aims to optimize customer inquiry and transaction management.

Leveraging expertise for growth

Bilingual Agent
Geronimo Hernandez
Bilingual Agent
Juan David Mejia
Quality Expert
Ximena Alzate
Operations Manager
Manuela Londoño
Bilingual Agent
Andrey Meza
Team Leader
Juan Diego Morales

TEAM MEMBERS

TIME LINE

Script Compliance
Close Rate
Cancel Rate

KPIS To Achieve

40%

Conversion Rate

25%

30%

90%

  • Conversion Rate: How many quotes are converted into work orders
  • Cancel Rate: How many workorders are cancelled and vehicle is not sold.
  • Close Rate: How many quotes are converted into received vehicles in the yard.

KPIS

Implementation of KPIS began on December

KPIS ACHIEVED

December

Staff
Script Compliance
Close Rate
Cancel Rate

35.38%

Conversion Rate

30%

24.7%

77%

Staff
Script Compliance
Close Rate
Cancel Rate

November

28%

Conversion Rate

34.01%

18.51%

75%

KPIS ACHIEVED

February

Staff
Script Compliance
Close Rate
Cancel Rate

34.19%

Conversion Rate

26.76%

25.04%

78%

Staff
Script Compliance
Close Rate
Cancel Rate

January

37.2%

Conversion Rate

25%

27.9%

78%

KPIS ACHIEVED

Daily KPIS Monitoring Sheet

https://docs.google.com/spreadsheets/d/1as7BxJfLNZ7jld9qEeb7tbDBIc8QVv5l9FYA3JABsX4/edit#gid=523983116

Staff
Script Compliance
Close Rate
Cancel Rate

March

35.83.%

Conversion Rate

23.72%

27.33%

81%

KPIS ACHIEVED

Buying Calls

Call Duration

Close Rate

Cancel Rate

Conversion Rate

39%

5-8Min

average of kpis

December:23,79 January: 26,52February: 21,45March: 26,13

December: 15January: 17February: 13March: 22

Buying Calls

Daily Calls Per Agent

Daily Calls Per Month

December: 61January: 68February: 55March: 67

average of kpis

challenges

The peddle program would have been a perfect fit for our project and maximized the full utilization of our staff and the KPIS to achieve. The excellent training provided by Barret would have contributed to the increase of our KPIS,.

We have outaged disruptions on the ring central app, and systems in the usa have averaged outages from 2-3 each month

In and Out Network Outages

We select the best available candidates and have filtered through a few to have the best fits for our project.

# of calls received//Front Desk Calls

Peddle

Personnel Filtering

Do to the limitation of the calls the exposure of getting on the job experiencie in the project was limited. Exposure creates experience and better confidence for the staff to comunicate with the clients making the measurable improvements expected.

We had hoped for greater cooperation from the internal buyers with the foreign team to further enhance the project

Some Work Orders created by the international team had been adjusted by the Inside Buyers.

challenges

As we try to get exposure, we have faced the fact that the first point of contact of the market are the inside buyers. As they dont answer, we only receive the rollover calls and we have supported the process for the inside buyers.

Place in the Call List

Team Work

Work Orders Adjustments

Our dedicated staff ensures comprehensive coverage, including weekends, holidays and effectively participates on covering buying requirements. Staffing is available as requested by Barret.

Our management team has been 100% responsive to any concern and questions immediatly. Any concern was adress in full detail with corrective action and plan. protecting the interest of Wrench a-part and the clients.

Our team prepared the tools with videos, manuals, training sessions, drills, scenarios of buying and strenghted the with the industry knowledge in regular meetings and building their knowledge and experience directly contibuting to expections and reputation.

A Quality Analyst dedicated to the project listens to daily calls and selects a few to share with Barret and evaluate them and have a continuos improvement with his expertice.

Building Experienced Personnel

Schedules

Management Team

QA

What makes us different

The hiring and selection process adheres to stringent standards, including thorough background and medical checks, ensuring the highest qualifications. This process is tailored to accommodate market variations and global competition.

Professional Development was consistently monitored to improve the best staff and evaluate every improvement as requested by Barret.

Employing bilingual staff can effectively target the general and Latino market in Texas, significantly enhancing purchasing opportunities. With this opportunity we cover both markets with extreme courtesy to the customers.

Intense training provided by Barret in October was meticulously monitored, recorded and documented for all program expansion planing. We have all the training tools to prepare a new employee to take the first call in 2 weeks.

Bilingual Staff

HR and Selection Process

Professional Development

Training

What makes us different

Manual and Definitions

Locations and Script 2

Introduction to Bidmax

Somos seres visuales

Locations and Script 1

Creating wo 1-2

TRAINING Process deliverables

Thank you

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