Operational issues at Driveaway
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To all our valued agents, I am writing to you today to openly discuss the operational issues that have faced us at DriveAway Holidays these past couple of months, and that fall directly in line with general industry issues relating to staffing right now. DriveAway, over the past four years, has gone through rapid growth. During this growth period, we implemented many differentiating factors to put us one step ahead of our competition, not the least of which was to remove all fees thus making us Australia’s only fee-free wholesaler, but equally as important, was to reduce our average on-hold wait times to ZERO. For four years up until the end of early birds in March we have averaged a 25 second wait time. This figure is outstanding given that our closest competitors have been averaging over 20 minutes for the most part! This leads me to the point of this discussion. We, at DriveAway, have just had a huge period of turnover with many of our long term and valued staff heading off overseas or moving on to “bigger and better” roles within the industry. This has placed enormous pressure on our current resources as we strived to replace these people with future stars! Unfortunately, this pressure has led to much longer than desired wait times and has ultimately cost us business. Of this I am sure! Please rest assured that it is still the ambition of myself and the entire DriveAway team to have call wait times at ZERO. We have just released a large group of trainees into solo roles and this has had immediate effect on our times which are now at next to zero and have brought us back to very high (to exceptional) standards in only a matter of days…. Aside from this, our service within our online division has not changed. We have a 1-3 minute turnaround maximum with each and every booking you make and maintain online being looked at and checked by a real person so as to ensure you and your client get exactly what you want. So I urge you… If you have phoned us during a time of high volume and experienced longer than desired wait times, please give us another go. I know you will be surprised at the speediness of our response as well as the high knowledge service you will get nowhere else but with Australia’s number one car rental specialist! Finally, below are details of a new incentive effective tomorrow where DriveAway will pay $1000.00 to each and every agent from the agency with the highest percentage growth for the winter months of June, July and August. To see how you are going with this, we will have a live score-board on our website so you can track your progress. Good luck and thanks for listening… Kindest regards, Kylee Kay
If you are unable to view the email below please visit http://www.travelpress.com.au/driveaway/grandwintergiveaway.html |
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John Alwyn-Jones
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