I think one thing that comes through time after time with Motability contact centre agents is their ‘instant’ powers of resolution.
Very rarely do they have to refer things upwards for a decision – they are mostly empowered make a decision there and then.
When you compare their resolution powers to other contact centre staff, such as utility’s, banks, public sector call centres etc where basically all the people who answer the phones do is ‘pass the buck’ or forward your problem to some uncontactable department, the contrast is remarkable.
Yes, Motability staff are quite well remunerated compared to other contact centre staff, but if you pay peanuts etc. Plus, Motability’s contact staff are very pleasant to talk with and you do not get that ‘rushed’ or ‘fobbed off’ type feeling as often when speaking with them in comparison to some other contact centres.