This is the approach that the company has adopted. Collecting a list of probable customers from the Kwik-Fit Auto centre was happening every day and more than 10000 probable customer was collected every day1.
The call centre contacted the highly probable people in the list and sold the insurance policies and other financial services to these people. This model was successful initially and continued to improve until the time when the company was take over by Ford. Though the value of the company went up when this was again subsequently taken over by another venture capital group, there was no change in the downward trend that has started. This has arisen primarily because, the call centres are human centric and a dissatisfied and unhappy staff does not augur well for the company. The number of people who work in the company for a longer stint slowly comes down as the company started to lose ground.
The company was on the verge of growth. As a matter of fact, the company was one of the call centres established in the region and had about 850 employees on its rolls. The employees found themselves de-motivated due to a number of take-overs that has been happening in the company and a number of grievances that were not given a hearing. ...Show more