Case Study: Circle BMW
Buyers of luxury cars demand a higher level of customer service, and phone-based interactions are a big part
of that. So when Circle BMW’s call recording platform no longer supported the level of service they wanted
to provide, they went searching for one that would. Call volume, number of users, accuracy and integration
were chief among their concerns. Find out what they chose and why.
AT A GLANCE:
SITUATION:
• 100+ employees in total
• 4 contact center staff at any time
• Volume of 500+ calls per day
• Service-driven business
• Need to provide accurate info
SOLUTION:
• MiContact Center Quality Management
RESULTS:
• Enhanced customer service and
quality control
• Expanded training possibilities
• Increased accuracy of information
• Seamless integration with existing
phone system and ACD solution
Organization
Circle BMW in Eatontown, New Jersey is one of the top BMW dealerships in North America. As a highvolume 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.
Situation
Circle BMW has approximately 100 employees with four
people staffing the call center at any given time handling
roughly 500 calls a day. With that number of employees
and volume of calls, providing accurate information and
top-quality customer service was an ongoing challenge.
When Circle BMW’s previous subscription-based call
tell your people, ‘Rather than saying things this way
and possibly giving the customer a bad impression,
maybe you should say this instead, and approach the
conversation from a different angle.’ It really helps us
deliver consistently excellent service to our customers.”
“Many times people don’t recall what they actually said.
When you can review the call as it actually happened
recording provider no longer met their needs, they
turned to ATC Voice/Data in Atlantic Highlands for a new
solution.
with them, you get rid of any resistance and it makes the
message sink in better with employees,” Reinhold added.
Solution
Regarding ATC, Reinhold said, “They really are a bunch
of great guys. Whenever I’ve called them, they’ve really
helped me out.”
With all the options available, ATC recommended
MiContact Center Quality Management, the professional
interaction management call recording solution
from Mitel. MiContact Center Quality Management
automatically records, stores and organizes telephone
conversations, providing multiple benefits to any
business call center environment. Call monitoring,
playback and evaluation, report generation, search
functionality and much more can all be conducted
through the highly intuitive user interface.
Results
MiContact Center Quality Management’s call recording
capabilities allow Circle BMW to train their staff using
actual customer interactions, making it easier to meet
the needs of their customers.
“MiContact Center Quality Management has been
rock solid,” said Dave Reinhold, Circle BMW’s network
administrator. “We use it mostly as a training tool. You
monitor conversations with customers and you can
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.”
“It really helps us deliver consistently
excellent service to our customers.”
Dave Reinhold, Network Administrator
Circle BMW
Learn More
Find out more about MiContact Center Quality Management at mitel.com/qualitymanagement
Explore more stories like this at mitel.com/customers
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