The Mystico

Context

The client is a company in the automobile industry where they provide services like buying and selling of used cars, repairs, maintenance, vehicle servicing, etc.. Our objective was to verify the compliance with set standards while servicing vehicles and communicating with customers; seeking customer feedback from on-boarding to handling complaints, to service satisfaction.

Solution

After going through a thorough mystery audit process, involving multiple visits and multiple auditors, we noted a few points. A few of the points are:

  • The contact center did not always rely on the ‘script’, as advised by the company officials, while handling customer complaints; the first resolution rate for the company was below benchmarks
  • Multiple times, the service professionals showed up without wearing masks, when they were mandated to wear at all times; certain important COVID-related features like temperature measurement, vaccine status was missing
  • After sales follow-up from customers was absent and there was no feedback collection mechanism in place

Outcome

Based on the issues noticed, we made recommendations to the client. The client has already adopted some new measures. The second review is yet to be done and got delayed due to the COVID second wave.