The Volvo Support Center is currently located in the Dearborn Support Center. The Dearborn Support Center, Percepta’s first dedicated site in Michigan, celebrated its grand opening on January 19th.
The Volvo Support Center went through a major transition when they officially completed the separation from Ford in the 3rd quarter of 2010. Volvo also migrated the support of several applications. All technical support was transitioned to Sweden. This was challenging and exciting for the team. During this transition contact volume tripled for the summer months in 2011.
Today, the Volvo Support Center provides both technical and administrative support for several applications such as Novell IDM and VRC2 which is the main web portal for retailers. The team also handles password resets for CIS, Parts and Warranty, TIE fax requests for access to web applications, configurations of Windows XP and Windows 7 and VIDA (Vehicle Information for Diagnostic Aftersales) which is a diagnostic tool with multiple functionalities.
While the team is small, (5 agents, 1 SBA and a Team Leader and a Manager), they definitely deliver when it comes to the metrics. The client is pleased with the team’s knowledge and the fact that they can consistently meet and exceed his high expectations when it comes to service level (which is 90% of all call answered within 60 seconds).
To see pictures of the event, please click the following link to go to our Facebook page.