As a customer, your first point of contact is the 24hr Assistance Centre. Your first impression will be created by how quickly we answer your call and how well we manage your problem.
The Mondial 24hr Assistance Centre works to established standards with the aim of making it easy for customers to contact us. The minimum target is for 90% of calls to be answered within 20 seconds and if a customer must wait for an available Assistance Coordinator, we aim to keep waiting time to a minimum.
Once the customer’s call is answered, our focus is on helping the customer as quickly as possible. Many factors will influence our ability to manage this and all must be controlled if service quality is to be delivered consistently, specifically:
All Assistance Coordinators receive comprehensive Customer Service training, plus training related to the technology used in their work.
All calls into the Assistance Centre are recorded and these recordings are used to identify areas of performance that can be improved. Quality Assurance staff, Supervisors and the Operations Manager review calls and provide coaching to the Assistance Coordinators on how they can improve their management of customer problems.
Technology is used to help Assistance Coordinators to handle their work more efficiently, and the investigation and development of new technologies is part of our ongoing commitment to high standards of service delivery. Assistance Coordinators work with the latest Call Centre technology, customized Roadside Assistance software, Digital Mapping and Vehicle Tracking, all of which help them to improve the quality of our response.
Once a Technician or a tow truck is dispatched to assist a customer, the quality focus switches to the speed and expertise of the service personnel.
The Bangkok & Greater Metropolitan Area is patrolled by Mondial’s service fleet. All service personnel undergo technical and customer service training. Technical Supervisors also provide comprehensive training to the service providers throughout Mondial’s extensive nationwide network of contractors.
All Mondial service providers are issued with full uniforms and standardized service forms, and receive training on how to present themselves to customers.
For the customer waiting for help, every minute seems long. Since launching nationwide Roadside Assistance services in Thailand in 2000, Mondial has consistently maintained average response times of 30 minutes for emergency roadside service (mobile technician) and 45 minutes for tow trucks. These response times are world class and underline our commitment to maintaining service quality.
