TTEC to operate Volkswagen Group customer service from new Leeds facility

Volkswagen Group’s new customer contact centre is set to be operated from a new 22,000 square-foot facility in Leeds after the appointment of US service provider TTEC to operate the service.

The customer experience technology and service group took on the customer contact contractor the OEM's various brands – including Audi, Seat, Skoda, Volkswagen and Volkswagen Commercial Vehicles – earlier this year.

The contract was signed as TTEC embarks on a move to a new "state-of-the-art" office space in Leeds, creating 400 jobs as it grows its customer contact operations with a range of new and existing clients, including the Volkswagen Group.

Described as the largest property letting deal signed in Leeds this year, TTEC's move into its new offices sees it join Channel 4, Transport for the North and the British Transport Police in Bruntwood Works’ newly-refurbished West Gate office space.

TTEC said that its solution includes “an increased number and blend of channels”, with both the Leeds-based contact centre agents and remaining home-workers delivering a greater customer experience via phone, live chat, messaging, social media and through a virtual showroom/live tour.

Commenting on the adoption of TTEC as Volkswagen Group's new customer contact service provider, Adam Axelrod-Harash, head of customer service centre operations at Volkswagen Group UK, said: "Planning and implementing a transition with multiple parties involved at the best of times is a challenge, but when you put the current COVID-19 situation into the mix, it requires that extra level of detailed planning, flexibility and tenacity to ensure a smooth transition.

"I am very pleased to say we are now out of the planning stage and implementing an operational transition with TTEC, and on day one it has been as smooth and seamless as you would want.

"There has been excellent collaborative work from both the TTEC and Volkswagen Group UK project teams, and I look forward to a successful partnership over the coming years."

Iain Banks, TTEC's regional vice-president for international markets, said: "Digital transformation strategies are no longer optional when employees and customers need alternative avenues to work and shop.

"We're very proud to partner with an industry leader like Volkswagen Group UK who have not lost focus on their customers' needs during these challenging times. 

"I would like to thank everyone that has been involved as the versatility shown is testament to the strength of this new partnership, our people and the technology that we have been able to rollout.

"We look forward to welcoming the team into our new state-of-the-art Leeds contact centre."

Volkswagen is keen to drive digital sales and its connected services in the years ahead.

Earlier this year the group launched new virtual vehicle tour platforms in the form of Seat Live Showcase and the Skoda Virtual Showroom.

The VW brand is also expanding a range of Volkswagen We digital services, meanwhile.

Earlier this year the group acquired digital services company Diconium to further strengthen and develop its global online sales platform.

The deal is expected to boost VW’s development of online sales which will allow customers of all group brands to purchase and manage digital services and on demand functions for their connected vehicles in the future.