If phone calls could move like a sports car, Jenna Wrum at the Luther Customer Care Center would have her tires smoking. The call representative made a world record number of calls in eight hours, 573.
She did have some help, namely the BDC Amplifier software, explains CCC Manager Mauricio Decaroli. Wrum first hit 539 during one shift, then, later reached 573. She received a Target gift card and two plaques.
Wrum asks if vehicle service or sales went smoothly. “Sometimes people forget to call (Luther) if there is an issue,” she said. She forwards any problems to store and shop managers to resolve them quickly. There is no time limit for the phone calls to guests.
Her efficiency is doubled by pre-recorded voice mails that are left while the system calls the next customer. Some expect a call quickly after their purchase. The CCC continues to test the BDC software.