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Mercedes Puts Oberoi in the Driving Seat

From Left to Right:
Marc Robinson (Mercedes-Benz & Smart of Derby General Manager) , Angie Steyn (Account Manager at Oberoi Business Hub) , Kavita Oberoi OBE (Founder and Managing Director at Oberoi Business Hub)

The Oberoi Business Hub set up by Derby entrepreneur Kavita Oberoi OBE is now providing its call answering services to its neighbours Mercedes Benz and Smart of Derby.

In addition to the call answering services, Oberoi Business Hub offers a range of back office support serviced to support business across a range of sectors, regardless of size. Services include serviced offices, conference and meeting rooms, fulfilment and virtual PA services.

Mrs Oberoi said: “As the result of the accusation of STAR 21, a Milton Keynes based company, in October 2017 we have significantly expanded our call answering service. The acquisition of the STAR 21 clientele has led to an increase in headcount to support the Derby based call answering team.

“Our client base is growing daily, we are now supporting a whole range of businesses across many sectors, all having different needs. We pride ourselves on understanding our clients business which means we personalise our service to meet the needs of each and every one  of our clients.

“One of the newest clients is the Inchcape MercedesBenz dealership in Pride Park” 

As a Mercedes driver Mrs Oberoi got frustrated when she could not get through to the dealership when her car needed some attention.

 “I chatted to Marc Robinson, General Manager at Mercedes voicing my frustration when my calls were not answered.

He explained the franchise is growing and there had been an increase in staff however the sheer volume of incoming telephone calls meant they were simply unable to answer every call – a perfect opportunity for Oberoi to provide a solution to their problem.

“During a one-month pilot, we found Mercedes were losing about 25% of their calls – of which half were sales enquiries.

After the trial, it was pretty much a no-brainer for them to continue using our service – particularly because it worked out far more economical than employing additional staff, not to mention the additional sales secured as a result of the phone being answered”

The dealership’s general manager Marc Robinson said: “We recruited 20 people into the business last year having had three years of unprecedented growth”

“As a result, we reviewed our processes and resources, a key area that we looked at was inbound telephone traffic. We had a conversation with Kavita, who we know as a customer, and it made perfect sense to come to a mutually beneficial relationship.

“We’re really pleased with how it has gone so far.”

Angie Steyn, account manager at Oberoi Business Hub worked hard to understand the Mercedes business, developing a close business relationship with the team before deploying a completely seamless service.

She said “This is the ethos when working with every client, seamless integration is absolutely key to any client we provide with Oberoi call answering services.

When anybody rings Mercedes, they think we’re sitting there in their reception. We get weekly information from Mercedes about everyone’s movements, so if someone’s asking for Craig, we can say whether he’s on holiday or is in a meeting until a particular time.

We transfer live calls and if we’re unable to get hold of that person, we send an email, this is then all backed up by a daily summary of calls which is sent through to the allocated team and managers.”

Many companies use Oberoi’s call answering services either as a virtual reception or as an overflow even if they employ a receptionist so their phone is never engaged.  In business you cannot afford to ever miss a call”

Kavita Oberoi, who was awarded an OBE in 2015 for her services to entrepreneurship and start-up businesses – said: “It’s clear we not only save businesses a lot of money through outsourcing to our call answering but provide them with the best of service for their own clients, many of our clients have seen their revenues increase as a direct result of our services”

A number of our clients prefer Oberoi as we are not a large call centre, our team of virtual PAs get to know the clients and customers quickly – personalised service is what every client wants and we deliver it”