Case Study: Kwik Fit improves inbound call handling and boosts bookings with The Telemarketing Company

Kwik Fit makes 30,000 bookings in six months with The Telemarketing Company

Kwik Fit, a leading UK automotive repair and tyre fitting company, faced a challenge with managing a high volume of inbound customer calls across its 600 centres. With their own centre staff often occupied with face-to-face customers, many calls were going unanswered, leading to missed opportunities. To address this, they partnered with their existing outbound provider, The Telemarketing Company (TTMC), to pilot an outsourced inbound call handling service specifically for tyre enquiries.

The Telemarketing Company implemented a comprehensive solution where their trained agents managed calls, captured customer details, qualified needs, and guided callers to a purchase or booking. TTMC utilized bespoke systems for detailed reporting and analytics, providing Kwik Fit with unprecedented insight into call performance and customer behaviour. This partnership resulted in over 30,000 bookings made in six months, with agents handling an average of 5.5 calls per hour. The solution delivered efficiency gains, a streamlined customer journey, and reinforced TTMC's status as a trusted, valuable partner for Kwik Fit.

Kwik Fit