Customer Success Story: Circle BMW

    “MiContact Center Quality Management has been rock solid. It really helps us deliver consistently excellent service to our customers,” - Dave Reinhold, Network Administrator, Circle BMW

    Circle BMW in Eatontown, New Jersey, United States is one of the top BMW dealerships in North America. As a high-volume dealer of high-performance cars, they strive to deliver superior customer service, ensuring that the customer experience at their dealership is smooth, efficient and consistent.

    Buyers of luxury cars demand a higher level of customer service, and phone-based interactions are a big part of that. When Circle BMW’s previous subscription-based call recording provider no longer met their needs, they turned to their partner ATC Voice/Data in Atlantic Highlands for a new solution. Their biggest concerns were call volume, number of users and accuracy.

    They implemented MiContact Center Quality Management. “MiContact Center Quality Management has been rock solid,” said Reinhold. “We use it mostly as a training tool. It really helps us deliver consistently excellent service to our customers.” The benefits have included:

    • Enhanced customer service and quality control
    • Expanded training possibilities
    • Increased accuracy of information
    • Seamless integration with existing phone system and ACD solution

    Reinhold was equally impressed with the seamless integration of the MiContact Center Quality Management solution with Circle BMW’s phone system and automatic call distribution package. “When you look at everything else, it’s just about as flawless as you can get,” he concludes.

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