Prohire Group said it had improved call handling for emergency breakdown and repair by introducing an overflow call centre service when it’s experiencing high demand.
The truck and van contract hire and fleet management firm has entered into a partnership with TNS 365, which offers call centre provision as well as CV and trailer breakdown repair.
Prohire said the tie-in meant its customers are now never more than 90 minutes from a mechanic, with most 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.
It also acts as its out of hours breakdown and repair service from 6pm to 7am.
Gary Banister, group operations director at Prohire Group, said: “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.”
