Volvo 2015 Annual Report Download - page 17
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A GLOBAL GROUP VOLVO ACTION SERVICE
Xhosa and Zulu are two of the lan-
guages spoken at the Uptime Solutions
call center in Johannesburg, which
serves customers in all eleven national
languages of South Africa (English,
Afrikaans, Ndebele, Sotho, Northern
Sotho, Swazi, Tswana, Tsonga, Venda,
Xhosa and Zulu).
XHOSA AND ZULU GREENSBORO, USA VOLAR
Greensboro, USA, is the most recent
addition to the Volvo Group call center
network. It opened in 2014 and
accepts calls 24-hours for Volvo Action
Service and Mack OneCall. Read more
about the Greensboro Uptime Center
on the next page.
Volar is the emergency action service
for Volvo Trucks, Mack and Volvo Buses
in South American countries including
Argentina, Chile, Peru and parts of
Brazil.
Originally founded in 1990, Volvo Action Ser-
vice celebrated its 25th anniversary in2015.
With the support of a comprehensive net-
work Volvo Action Service helps repairs of
the truck. They also support customers if
they have problems with their trailer, super-
structure, refrigeration, freezer units or tires.
Volvo Action Service began when a small team from Volvo’s UK
Headquarters in Warwick, worked together to set up the compa-
ny’s first purpose-built, multi-lingual, breakdown call center.
On July 1, 1990, Action Service Europe (ASE) – as it was orig-
inally called – was ready to start taking calls. The start of the
breakdown service was scheduled for midnight and the first call
came in at 1 am. It was taken by Peter Bryant, who continues to
work at the call center today.
Soon, the new call center was fielding calls with the efficiency
that it is noted for today and, with the move to a Volvo-run opera-
tion, customers were noticing a significant improvement in the
breakdown service.
The success of ASE attracted attention from Volvo Trucks’
head office in Sweden and other European markets. Based on the
Warwick template, a new call center was opened in Ghent,
Belgium, in 1993. Originally housed in a small building near the
Volvo Parts central warehouse, it quickly grew into a 24-hour
multilingual call center and training facility and remains central to
Uptime Solutions’ operations to this day.
Today the Volvo Group Uptime Solutions provides support to
Volvo Trucks, Volvo Buses, Volvo Penta, Renault Trucks and UD
Trucks, while additional call centers have since been opened
inLyon in France, Johannesburg in South Africa and – in 2014
–in Greensboro in the U.S.
15