(2000), "Catalyst to success", Work Study, Vol. 49 No. 4. https://doi.org/10.1108/ws.2000.07949dad.001
Emerald Group Publishing Limited
Copyright © 2000, MCB UP Limited
Catalyst to success
AVIS Europe, one of the best known names in car rentals, is consolidating the way it handles reservation calls throughout Europe. To support this project, Catalyst IT Partners has been providing the technical design and implementation expertise to enable AVIS to set up two main contact centres in place of the eight currently operating throughout Europe.
The first centre opened in March at Salford Quays, Manchester and is staffed by around 130 agents. Initially it has been handling calls from the UK but about now it is due to extend its coverage to other European countries.
The second centre is due to come onstream later this year.
The first year of the Salford Quays operation is expected to deal with in excess of 2.4 million inbound calls and 400,000 outbound calls - with growth anticipated at around 10 per cent each year. The centre infrastructure can handle reservations received by phone, fax, post, telex and e-mail.
For more information, visit www.catalyst-it.co.uk.