Enterprise to open new call centre in Oregon

Enterprise will be opening up a new call centre in

Eugene, Oregon, according to a report in the Register-Guard. The establishment of a new centre in downtown Eugene will have implications not only for Oregon, but for Enterprise, National and Alamo renters throughout the

United States, since service representatives here will be in charge of serving clients throughout the country. Enterprise will still maintain its headquarters in St. Louis, as well as another customer service centre in

Salt Lake City. Nevertheless, the new Eugene location will become a major part of the car hire firm’s operations and will employ 200 agents, of which 100 will begin working this coming February.

Eugene can count itself lucky for attracting Enterprise, as the company seriously considered opening a call centre in

India instead. According to the Register-Guard, representatives of Enterprise even traveled to

India, in order to assess the benefits of establishing its call centre in the world’s second most populous country. It is not uncommon for large US companies to outsource telephone-based customer service operations overseas, mainly to countries in Asia, where wages are far lower than in Europe and

North America. Yet the quality of service offered by agents in many of these countries, as well as their knowledge of the English language, has been called into question. Since a key component of

Enterprise’s product is the quality of customer care, the car rental giant could not afford to make a poor decision. Jack Roberts, who heads an agency that helped Enterprise choose a location for its new North American call centre, observed that while clients who have already purchased a computer program may feel that they have no choice but to deal with a call centre agent’s poor command of the English language, prospective renters looking to hire a car are far more likely to simply avoid this sort of frustration by terminating the call and phoning another company instead.

www.enterprise.com