Expansion at Coventry contact centre

Fusion Contact Centre Services is expanding its Bennetts team.  The new team of 18 will help manage increased customer demand.

During the peak biking season, Fusion handles up to 50,000 customer enquiries every month for Bennetts, and its 100-strong team is responsible for delivering exceptional customer service to drive success.

This latest team growth follows the launch of a new training strategy, known as ‘Bennetts Allstars’, which aims to increase advisors’ knowledge of the Bennetts brand, help improve customer service skills and assist staff in developing a strong knowledge of the biking industry.

Andy Talbot, Head of Site at Fusion Coventry, said: “The entire Bennetts team is passionate about excellent customer service. It’s a great environment for new starters to come into because the team is always looking for different ways to develop industry knowledge and an understanding of ‘what’s hot’ in the biking world.”

Andy continued: “Just last week we had biking experts visit the contact centre to show us their bikes and share their experience with us, which really helps to motivate the team. The Bennetts brand now has so much exposure in the biking world and this season is set to be its best yet – so the new employees will be pivotal in driving success!”