TAC Leadership Exchange
Purpose Statement: To bring together OEMs who operate Technical Assistance Centers (TAC) for benchmarking discussions focused on gaining actionable insights into operational best practices and key performance indicators (KPIs) that strengthen dealer support.
Meeting topics will be determined by member OEMs and structured within a planned agenda, facilitated by Mike Roberts of MR Insights. Discussions will center on industry best practices while adhering to standard antitrust guidelines.
Proposed Meeting Schedule:
- 2025: August 26 3:00-4:00pm ET Virtual
- 2025: October 20-22: Vehicle Service & Warranty Lifecycle Summit
- 2026 Potential to increase to 3 meetups: April/May | July/August | October
TAC Leadership Exchange Discussion Topics Determined By OEMs
Initial Meeting Agenda Ideas:
- Inbound and outbound contact strategies (current and future)
- Organization: Contractor Versus OEM Personnel; Specialization, Team Sizing Strategies, Team Lead To Agent Ratio, Optimal Cases Handled Per Agent Per Day
- KPI’s and/or SLAs Tracked, Measured & Reported (ASA, AHT, AWT, CSAT, Abandonment Rate, Quality)
- Average Month/Annual Contact Volume; Optimal Cases handled per Agent per day
- Technology (Current & Future)
- TAC Best Practices
